Customer Account Representative

2 months ago

Winnipeg, Canada NFI Parts Full time

***

The Customer Account Representative plays a pivotal role in fostering strong relationships with customers while ensuring their needs and inquiries are met efficiently. This includes all daily transactional activities required such as quotations, simple contracts, product returns, and technical requests, as well as providing input and feedback to customer strategies, revenue/margin budgets and related initiatives.

**WHAT YOU WILL DO**:

- Communicate with customers on all required correspondence on quotes, purchase orders, contracts, Return Material Authorization (RMA), and technical requests.
- Participate in development of customer sales and margin strategies and make recommendations that encompass our business goals and objectives such as offering alternate products to customer (if applicable), and request for cross reference information. Establish specific customer targets and actions with the customer team and ensure support from Customer Service Manager (CSM) and Territory Sales Representative (TSR). Quarterly review with the CSM on all customer related initiatives. Monthly review and update of Profitability Files.
- Provide pricing and availability on all daily quotes. Execute contracts received from customers.
- Provide customer support when a Coach Down situation is identified; ensure parts are expedited and that all avenues are explored so that the customer receives parts as soon as possible.
- Provide customer with technical assistance as required utilizing available resources (Parts manuals, Bill of Material, engineering drawings, vendor manuals and NFI Parts personnel (Engineering, New Product Development, Procurement).
- Obtain daily quote and contract approvals and award information from customers,
- Review open sales order reports weekly and review upcoming orders and all past due orders; expediting orders with purchasing/manufacturing that are past due.
- Reconcile all sales order discrepancies with customer such as price discrepancy, incorrect quantity, lead time, etc.
- Negotiate, enter, and coordinate returns of parts as requested by customers. Investigate and arrange carrier call tags for parts to be returned from the customer. Reconcile and follow up all RMA's that are past due.
- Work with Traffic Department on delivery issues with customers. If proof-of-delivery required use online tracking or carrier tracking system.
- Create and monitor New Load Requests, Data Change Requests, and Pricing Requests.
- Review contract language and requirements in collaboration with the Metro Specialist/CSM, create bid worksheet, outlining all bid requirements including terms and conditions, bid submission requirements (due dates, copies, how to bind, etc.). Obtain pre-approval from CSM and get required approvals on bids from CSM/CSD, VP or President.
- Coordinate insurance and bid bonds for customer RFP's when required. All other CSR's will execute in collaboration with the Contracts Specialist.
- Monitor and manage customer contract items and escalations in conjunction with Metro Specialist/CSM's.
- Collaborate with Business Development on complex bids.
- Work directly with the customer to gather and understand their business objectives, funding and operating budgets, buying trends and item usage to be able to support internal stocking strategies and inventory planning by customer.
- Proactive selling of all products, from knowledge obtained from customers and the transit industry.
- Participate in major projects or programs in collaboration with the Contracts/Program Specialist, as required.
- Assist Accounts Receivable with collections when required.
- Request additional reports from Analyst as required.
- Review/create Contact Reports and identify action items and coordinate any tactical responses required.
- Attend tradeshow as required.

**Requirements**:

- Post-secondary education in a related discipline and/or equivalent experience.
- Working knowledge of bill of materials is essential.
- Superior knowledge in the use of Microsoft Office with advanced Excel skills.
- Advanced problem solving, organizational and analytical skills.
- Ability to converse in a professional manner in both written and verbal communication.
- Experience of Oracle systems and process would be considered an asset.
- Basic knowledge of the transit industry and vehicles systems is an asset.
- Motivated self-starter, comfortable in a fast
- paced environment.

**Benefits**

**WHY JOIN OUR TEAM**:

- Competitive Wages.
- A continuous learning environment.
- Ability to advance your career with a growing company.
- NFI Group has been named a Manitoba Top Employer for 2020 and this is the tenth since the competition was established in 2007.
- Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events and tournaments, and much more.
- Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies

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