Customer Account Manager

POSITION / JOB SUMMARY:The Customer Account Manager (CAM) will foster long-term, trusting relationships with our customers as well as manage issues and collaborate on projects relative to the client. The CAM will partner with cross-functional internal teams to improve the entire customer experience. The CAM must demonstrate excellent verbal and written communication skills with an aptitude to influence key stakeholders at all levels of an organization.Position Responsibilities / Essential Functions:

Percentage TimeAccountability

55%Customer Relations/Communications· Develop trusted relationships with key accounts, customer stakeholders and executive sponsors.· Coordinates and hosts (in some cases) weekly customer meetings, Operations Reviews and Quarterly Business Reviews. Organizes the completion of associated reports.· Ensure the timely and successful delivery of client-focused solutions, according to customer and STI needs and objectives.· Act as the singular STI point-of-contact, interacting with customers through email, phone, online presentations, and in-person meetings.· Resolve challenging client requests and escalate, if necessary.· Convey positive attitude and act as value-added team player on assigned projects and in all internal/external meetings.· Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.· Receive and manage customer complaints, RGAs and NCMRs, as required.· Receive and coordinate Customer Change Requests and sample requests.· Requires face-to-face interaction with clients and other employees.

5%Customer/QA On-Site Visits· Facilitate onsite customer visits and support QA audits, as required. This includes hosting duties like ordering lunches, room setup, and the creation and distribution of Visitor Information sheets.

25%Administrative· Prepare customer quotes & proposals· Prepare internal/external reports, including Quarterly Business Reports for customers· Prepare sales orders from customer POs, invoices to customers and work with Accounts Receivable on account statements, in compliance with FDA/ISO requirements. Assist with FDA/ISO and customer audits, as required.· Coordinate periodic customer price reviews.· Work closely with finance and sales to receive and manage customer forecasts.· Work closely with Logistics to coordinate on-time shipping to the customer.

15%Production Planning Support· Work closely with Planning to achieve On-Time Delivery (OTD) goals.· Using assigned system, report OTD. This position is the stakeholder for OTD.· Perform other duties as assigned by Management. QUALIFICATIONS:Education:4-year degree.Experience:Experience in medical manufacturing/high tech manufacturing environment. 2 yearsLean experience in a manufacturing environment.

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