Job Description

Job Description

Job Description

Department: Sales

Job Title: Strategic Customer Relations Representative

Summary: This position is responsible for communicating with strategic customers regarding the companies’ products and services.

Essential Functions of the Job: The essential functions of the job require the person, with or without reasonable accommodation, to perform the following:

• Enter, maintain, and review sales orders and forecast reports as received from OEM customers. Verify price and delivery and maintain files for orders.

• Communicate with customers on new and existing orders and any special requests. Answer inquiries on deliveries, lead times, pricing (at assigned level), and order status.

• Provides daily and project support to Strategic Account Managers. Back-up for team members who are out of the office or unavailable.

• Builds and maintain business relationship with SAM and client by providing prompt and accurate service so as to promote customer loyalty.

• Review Open Order Report as needed. Monitor open order status to make sure customers are ordering within lead times and we are shipping as promised.

• Process sample requests for customers and cooperate with engineering and planning on customer’s projects.

• Responsible for following prototypes from order to delivery by working with engineering and SAMs.

• Daily review of Past Due Reports and escalate when necessary to Strategic Inside Sales Manager or Senior Director Sales Operations.

• Work with RMA Coordinator for efficient processing of returns and replacement orders. Authorize credit on RMA’s and invoices up to $3,000.

• Resolve billing and shipping errors as they occur and rectify them in a timely manner.

• Be the key contact for the Strategic Sales force and keep them informed of all relevant activity. Keep track of projects and details necessary to support completion of same.

• Keep the Strategic Inside Sales Manager informed of any areas of concern as well as the Director of Strategic Sales..

• Work with Purchasing/production planning to maintain expedite incoming shipments as needed.

• Use the following software programs while performing the job, SAP, Microsoft Excel and Word, Power BI, CRM.

• Perform all other duties as assigned.

Recommended Education and/or Experience

Bachelors Degree in a related field; or minimum two years related experience; or combination of education and related experience.

All Employees are expected to:

• Follow the Employee Handbook policies and procedures and uphold organizational values.
• Contribute to building a positive work environment.
• Report for work consistently and on time.
• Report to supervision conditions or practices that are unsafe to ebm-papst and its employees.

Original 05/04/07

Rev 04/03/25

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