Customer Account Manager

Job Title: Customer Account Manager
Location: Livingston
Hours: Monday to Thursday 8am - 4:15pm and Friday 8am to 3pm (No Hybrid Working)
Salary: Competitive
Report To: Sales Manager
Function: Commercial
 
Profile
We are lucky to be working with one of the world’s leading manufacturers of Nickel, Titanium and Steel alloy forgings for the aerospace, defence and energy sectors. A vacancy has arisen for a Customer Account Manager to join their team based in Livingston. This is an ideal opportunity for a candidate who would like to build their career within an exciting and progressive manufacturing facility.
 
Job purpose: The main functions of the Customer Account Manager will include but not be limited to the following:
 
Accounts Receivables

• Insure customer adherence to contractual terms.
• Proactive analysis of Power BI data seeking to capture any potential late payments.
• Escalate and follow through late payments to clearance.
• Internal focal point for Line of Credit and E&O Reserves
• Clearance of aging WIP and Finished Goods
• Facilitate the reduction and removal of all Finished Goods or WIP with No Demand

Budget/Forecasting
Generation and sharing of a comprehensive budget and rolling five quarter forecasts, that details sales, margin, anticipated business, assumptions, currency, MPT, PPT, rebates, energy etc, highlighting anything else that could impact the business monthly with the Sales Leaders to support MOR and other business reporting.
 
Contract Compliance and Contract Reviews
The Customer Account Manager is responsible for Contract Compliance, Sales Orders and all commercial data entered and recorded on the system. Customer Purchase Orders should only be received and entered on the system once the terms of business are agreed and in compliance with the agreed LTA or the company. Terms and conditions following PCC policy.

• Fully understand of customer contracts and associated terms and conditions
• Review demand requests against contractual obligations.
• It is the responsibility of the Customer Account Manager to relay any observations, deviations, or findings in the contract review process back to the customer or appropriate source and expedite resolution.
• Work in conjunction with production planning to effectively communicate any supply issues.
• Ensure customer sales order housekeeping facilitate customer demand requirements.
• Raise and manage contract reviews via database.
• Raise item master’s and business units.
• Raise Sales orders.
• Ensure that the Sales Order and Purchase Orders are aligned on MRP.
• Order Acknowledgements

Customer Relationships

• Day to day focal point for all enquires, and customer issues.
• Maintain open communication links with appointed client representatives.
• Cultivate and maintain a good relationship with all customers.
• To be the inside representative for the external and Senior Sales and Commercial representatives
• Understanding customers organisational structure and escalation points

Enquiries/Quotes

• Logging and entering all enquiries, ensuring that all the relevant data required is captured.
• Preparing bid proposal for Commercial and General Manager review ahead of submission back to customers
• Ensuring cost-work ups and quotes are accurate and in accordance with PCC policy.
• Managing and measuring the enquiry status, and improving overall responsiveness to the customer

Weekly reported KPIs should include, by business unit and plant:

• Quote Turnaround
• Lost/Win Ratio
• Outstanding Enquiries

KPI’s

• The performance and growth of our business is very important to each and every employee. On this basis the Commercial team provides regular updates on KPIs. Working with the Commercial Manager, the following reports will be collated and reported as follows:
• Weekly price compliance reporting. Backlog and Invoice Register
• Month Market share analysis
• Schedule monthly review with Sales Manager to report KPI progress and customer summary.
• 6 QTR Summary, incl. bridges to both forecast and budget.
• Anticipated Business Report, incl. current status, booked, forecast sales and margin values.
• 5 Year Business Plan updated with the latest booked and anticipated business.
• Budget Analysis: where do we compare to overall budget and forecasts.
• Contract Review turnaround.
• Save and distribute customer issued scorecards to the senior team summarising current performance and any feedback or issues that require the business attention.

Miscellaneous

• Support the business with ad hoc request as required.

New Jobs

• Project Manage the introduction of new product into the business for your nominated account to completion and transition into regular production.
• To participate in the new jobs (NPI) meeting. To ensure that any new parts not on schedule per the required contracted plan are escalated to a senior level immediately.

Pricing and Material Reconciliation
In close collaboration with the Commercial Manager and Materials team, where required, the Customer Account Manager needs to ensure that all Hedges, Rebates and Material Pass through agreements are co-ordinated, reported and reconciled regularly per the agreement with each customer.
 
Projects/Marketing
It is the responsibility of the Customer Account Manager working within the Commercial team, to evolve and improve the following areas so that the organisation has (1) the tools to measure and compare as much intelligence on products, materials, prices, and competition in the markets we operate in, (2) Increase our responsiveness levels on quotes:

• Project Updates/Feedback
• Streamline electronic filing system (Share Drive and Inforouter)
• Customer Relationship Management System
• Master Enquiry List
• Adherence to market share analysis
• Consolidate short- and long-term strategic growth metrics for customer accounts.

Sales Procedures
Customer Account Manager will be responsible for compliance, implementation of changes and maintenance of all Sales Procedures (i.e. PM8012).
 
Training/Shared Responsibility
It is extremely important that the internal sales team liaise, familiarise/cross train on the specific recurring responsibilities, reports or functions within each other’s accounts which can have a direct impact on our business on a regular basis. It is imperative therefore, that the Customer Account Manager is pro-actively combining and sharing the responsibilities within the team wherever possible in line with the departmental Training Matrix.
 
Proposed Career Path

• Sales Office Manager
• Sales Director

 
Educational Qualifications
Degree qualified or equivalent: graduate in a numerate, engineering or business discipline
 
Knowledge & Experience

• Ability to work in a fast-paced environment with minimal supervision.
• Excellent verbal and written communication skills
• Ability to maintain effective relationships with internal and external customers.
• Negotiation skills
• Demonstrated organisational and multi-tasking skills.
• Advanced computer skills with experience in using the Microsoft Office Suite of products in particular outstanding skills in Excel.
• Organised
• Confident
• Punctual
• Energetic
• Enthusiastic