Customer Account/Service Specialist

Company Description

Avery Weigh-Tronix (AWT) is among the world’s largest manufacturers and suppliers of weighing equipment with company facilities in 9 countries, and partners in over 70 others.  With its North American headquarters, R&D and manufacturing base in Minnesota, AWT has an impressive set of products, activities and skills in its Fairmont facility including truck scales. Forklift scales, pharmacy counters, ag scale components, dynamometers, retail/postal scales, load cells, instrumentation and much more.

AWT is a leading employer in the area, with people traveling from many communities in southern MN and northern IA.  Employees work at AWT much longer than other employers due to its attractive combination of very stable employment, consistent schedule, flexible paid time off, medical, dental & vision, retirement contributions, comfortable indoor work environment with purpose designed workstations, safety focused culture, and opportunities for advancement or work other functions, including development of trade skills such as welding & machining.

Job Description

Responsible for the daily administration of National Accounts to ensure customer requirements are met within the agreed-upon contracts and processes. This includes setting up accounts, maintaining scale profiles for each customer site, receiving repair calls, dispatching to distributors, and problem-solving all account issues for both distributor and end customer. The National AccountsAdministrator is the Primary contact responsible for complete customer follow-up and general order administration. Supports a customer base that generates about $5m to $15m of annual sales revenue for the business.

Provide efficient and effective customer service. Must make independently based, qualitative decisions that meet the overall policies of Avery Weigh-Tronix

Oversee execution of national service contracts or agreements including but not limited to evaluating the language of the contacts/agreements we negotiate, execute surveys, and maintain information regarding service capabilities, locations, and charges of the Avery Weigh-Tronix distributor and dealer network; workout various rates/zones charges based on the data gathered; maintain competitive information.

Handles contract and service analysis:

Review national service contracts for customer-based requirements and conformance to AWTXmanagement guidelines

Prepare reporting for quarterly, semi-annual, and annual reviews with customers.

Receives, processes, investigates, and resolves all incoming inquiries from Dealers/Distributors, field sales, and end users of business products or services.

Maintain positive relationships with distributors, respond appropriately to all distributors' requests, and resolve issues promptly and professionally. Has direct contact with all levels internally & externally, including owners and executives of major accounts.

Review and authorize certain transactions that will significantly impact future business results.

Troubleshooting for existing customers where necessary.

Auditing and tracking duties including but not limited to reviewing revenues for contracts, accordingly, preparing distributor payment sheets, and creating internal billing sheets as necessary.

Work closely with National Accounts Sales for quality and customer service delivery.

Provides technical consultation and sales advice to the caller.

Works with and provides input to the Service Manager, Customer Account Manager, Product Manager, and Applications Specialist on product, service, and competitive issues

Maintain and update various accounts

Enforce company policies and procedures consistently.

Back up dispatch responsibilities as needed.

Qualifications

REQUIREMENTS

Abilities:

Must be able to multi-task on a daily basis; ability to communicate effectively both verbally and in writing; must have working knowledge of Microsoft Office Products; possess a working knowledge of modern office practices and procedures; ability to read maps and find locations; ability to work under tight deadlines. Strong problem-solving skills. Must possess the product/service knowledge and skills necessary to resolve wide and varied problems and situations.

Education:

High School degree or equivalent. General accounting and knowledge of business administration preferred. Associate's degree or equivalent work experience required.

Experience:

Minimum of two years experience in business administration.

Additional Information

It is the policy of Avery Weigh-Tronix to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, gene