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Inside Account Manager

 

Job Description

POSITION PURPOSE

The Customer Service – Inside Account Manager with Baltimore Aircoil, Inc. is responsible for a defined domestic region in serving as a point of contact for the representatives regarding orders and sales plan. They will learn the Sales Operations process and they will participate in weekly forecast meetings.  They will manage the e-mail in boxes, RMA’s and Case RMA’s.  They will also assist with providing Software Support and in training our representatives on BAC Connect.  Participates in improvement projects to improve service level and process efficiencies. 

PRINCIPAL ACCOUNTABILITIES

  • Provides a single point of contact for representatives for a defined region
  • Develop highly effective relationships across all departments
  • Manage competing priorities in a fast paced, rapidly changing environment
  • Provide timely status updates, root-cause analysis and strategies to address client issues
  • Serves as the representative’s liaison to navigate BAC processes
  • Implements process improvements to improve customer communications and process efficiencies
  • Works directly with Regional Sales Managers and manufacturing facilities to meet the sales plan
  • Responds to Representative inquiries through verbal and written communications
  • Negotiates with representatives and customers for alternate solutions on jobsite delays
  • Coordinates lead-times and quick ship projects
  • Proactively reach out to territory representatives at least once a quarter
  • Provides software support

NATURE AND SCOPE

Reporting to the Inside Accounts Lead, the Customer Service – Inside Account Manager serves as the point of contact for representatives for a defined region. This position will have interaction with internal and external Customers, Representatives, Sales Mgmt, Warranty, Engineering, and the North America Manufacturing plants.

KNOWLEDGE, SKILLS & BEHAVIORS

  • Bachelor’s Degree, or equivalent background or experience
  • Minimum 3-5 years’ experience managing customer relationships/territory management (technical, construction industries preferred)
  • Demonstrated Customer service oriented (internal and external customers)
  • Demonstrated strength in problem solving and follow-up
  • Demonstrated ability to resolve complex problems in an efficient and timely manner
  • Requires excellent written and verbal communication, flexibility in handling a wide range of tasks, attention to detail, and strong negotiation skills
  • Requires a strong mechanical and technical aptitude in order to develop an in-depth knowledge of the product variations supplied by BAC
  • PC skills – Excel, Word
  • Knowledge of PeopleSoft preferred

WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working conditions include those of a normal office environment. This position requires occasional lifting of up to 10 lbs, and travel of up to 10% of the time.