Key Account Specialist
CommScopeIn our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do. CommScope, an AMPHENOL company is hiring a Key Account Specialist, this is a Hybrid role working 4 days a week on site and 1 day from Home, ideal candidate will be based in the Downers Grove, Lisle Illinois Area. General Summary The Strategic Account Specialist manages all aspects of customer service account management, including PO processing and order management, expediting and escalating, credit issues, pricing management, reporting, and assist with demand planning activities with operations. Duties & Responsibilities Coordinates all aspects of the customer account related to order fulfillment. Guardian of Customer Experience: Proactively assesses, clarifies, and validates customer needs on an ongoing basis. Regularly monitors customer reports and collaborates with appropriate internal teams to support. Acting as liaison between the customer and all company departments, driving escalation, solution development and continuous improvement in processes. Communicates business relevant information and provides structured feedback to Management. Provides superior day-to-day customer service from order entry through expediting, backlog monitoring, delivery coordination to complaint resolution. Responsible for maintaining and driving Customer Service Excellence, including high responsiveness to inquiries and basic technical support via email or phone, and accuracy and comprehensive responses and proactive communication to ensure customer is well informed. Responsible for order entry of manual PO’s and accessing PO’s via EDI to update header and manufacturing location. Tasked with updating orders to change manufacturing location as directed by planning team. Accountable for material delivery performance, gathering lead time expectations and forecast information for review by planning, analyzing potential recurring delivery delays, initiate discussions with Sales, Management, Supply Chain and Product Management. Tracks sales activities and projects and develop relationships within the customer account to drive revenue, collaborate with the Sales team and Industry Segment Support sales related to pricing, forecasting, operational support and delivery; identifying trends to improve service quality, and drive corrective actions as needed. Identify risk regarding ability to meet customer demand; take appropriate steps to a resolution and escalate situation. responsibilities. Collaboration with current lab staff which includes other test engineers and technicians in team oriented environment. Familiarity with a range of fiber optic products or equivalent. Accountability / Impact This role focuses on a few key accounts and will a be working cross functionally with purchasing, planning, warehouse, sales, and manufacturing to advocate for customer needs. Competencies 6. Collaborates: Building partnerships and working collaboratively with others to meet shared objectives. 24. Persuades : Using compelling arguments to gain the support and commitment of others 12. Decision Quality : Making good and timely decisions that keep the organization moving forward. 21. Builds Networks: Effectively building formal and informal relationship networks inside and outside the organization. 8. Manages Complexity: Making sense of complex, high quality, and sometimes contradictory information to effectively solve problems. 25. Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals. Required Qualifications for Consideration Bachelors degree with 3-5 years of experience in customer service with increasing responsibility to manage more complex accounts. Experience with ERP and EDI for order entry and maintenance. Computer proficient with Excel (pivot, charts, formulas), Word, Outlook, and PowerPoint (MS Office) Excellent verbal and written communication skills with strategic accounts, f…