Linmore LED, a US-based manufacturer of commercial and industrial LED lighting, specializing in retrofit products, is seeking an account manager.
From its 160,000 sq. ft. facility in CA, Linmore LED makes the highest performing LED product line in the world, wireless controls, and offers Lumens as a Subscription (new fixtures, controls, and maintenance for 10 years).
- Provides a high-quality, relationship driven, customer experience in managing the needs of assigned customer accounts within a territory.
- Creates new customer accounts by processing credit reference documents, obtaining credit approval, obtaining resale certificate, and adding customer to the CRM; confirms and inputs payment terms and contact details.
- Adheres to set turnaround standards for working through customer requests. Timely completes quote requests, new product development requests and works with other departments to resolve issues.
- Is an active partner of the shared department phone and chat queue; ensures that presence is maintained throughout each day while providing a timely and thorough service experience with each call and instant message received.
- Creates material quotes and then provides Order Acknowledgement to customer with expected delivery dates. Tracks progress of customers’ orders. Communicates with customer regarding changes to delivery dates.
- Coordinates orders with production team leads.
- Coordinates intermodal or consolidated shipments with the logistics team.
- Sends Sales Invoice, including any shipping charges, and distribute to Agent and/or direct customer.
- Monitors and tracks order progress, volume, issues, and maintains accuracy of the progress in the shipment tracking system.
- Communicates order status to customers and internal departments regarding open orders, backorders, pricing, product updates, order discrepancies, and shipment deliveries.
- Tracks and helps to obtain payments on past due invoices.
- Answers all customer inquiries, individually or in collaboration with other team members, with respect to pricing, availability, product knowledge, order updates, A/R, cancellation of orders, RMA requests, freight inquiries, discrepancies, demo orders and various order entry requests.
- Provides information to customers regarding new product offerings, product availability, and product sunsets.
- Provides customers with material quotes and follows up with customers on open pipeline.
- Has basic product knowledge of broad item families and may have more in depth item specific knowledge.
- Resolves product issues or shipment discrepancies by clarifying the customers’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Works closely with the customer service team to rectify warranty and/or labor claims.
- Proactively contributes customer-focused ideas to improve processes, throughput, or service standards; looks for opportunities to manage or produce orders more efficiently and profitably while still meeting customer needs.
- Provides back-up support for multiple territories.
- Associate Degree or equivalent work experience.
- 1-3 years’ experience in the lighting industry or similar business environment.
- Must have excellent writing skills, listening skills, organizational skills, and customer relations skills.
- Must have excellent telephone manners and ability to redirect inquiries to the proper team or group.
- Proactive and have the understanding and importance of credit and collections.
- Proficient in use of computer software, specifically MS Office Suite (Word, Excel, and Outlook). NetSuite and Zoho experience desired.
- Experience with ERP and CRM Systems.
- Must be able to analyze reports and use data for planning, communicating, decision making and problem analysis.
- Ability to troubleshoot delays and change processes to avoid future problems.
- Attention to detail and accuracy required.
- Experience in the lighting industry desired, but not required.
- Competitive Salary plus Bonus Opportunity.
- Medical, Dental, and Vision Benefits.
- Vacation and Paid Time Off.
- 401K with Company Match.
