Business Development Account Representative

Position Title: Business Development Account Representative                     S00669
Salary Grade: 11 Non-Exempt
Reports To: Supervisor – Customer Service
Location: Reading, PA or Raleigh, NC
Department: Customer Service
 
Principal Purpose of Position:
•    Liaison between customer and Carpenter working to provide overall support and total account management including developing knowledge of customer needs, assessing requirements and identifying solutions to issues involving scheduling/planning, inventory, pricing, forecast information, and specification interpretation with assistance. 
•    Ownership and accountability for all the processes related to the daily activities of their assigned accounts. 
•    Develop, maintain and grow network of relationships with internal departments to expeditiously solve a wide range of customer problems and issues encompassing logistics, planning, inventory, technical requirements, contract review, pricing, etc. 
•    Participant in transactional improvement projects within customer service focusing on cost reduction, productivity improvement and customer satisfaction. 
•    Participate in departmental and cross functional training to expand the depth of their knowledge of Carpenter systems, products, and processes. 
•    Review activity reports and message queue on a daily basis and take appropriate action.
•    Develop and maintain customer-specific account documentation. 
•    Initiates proactive calls to new and existing accounts in support of selling and service strategies.
•    Responsible and accountable for knowing and adhering to all corporate, department, quality, and regulatory policies. 
•    Perform all other duties and special projects as assigned.
General Profile 
Has developed knowledge and skills in own area; may still be acquiring higher level skills. Works with moderate supervision/guidance; accountable for individual results and impact on team.
Safety and Citizenship
Ensures a safe workplace. Promotes ways to improve the quality of life and protect the environment in the communities in which the Company does business.
POSITION REQUIREMENTS
Education and Training: 
•     High School diploma required.  Prefer a Two- or four-year degree from an accredited institution. 

Experience: 
•    Minimal experience required, prefer two or more years of customer account management experience. 

Knowledge:
Technical Expertise: 
•    Expands knowledge and skills; applies knowledge and skills to complete a variety of day-to-day activities within own area or department.
Other: 
•    Understand differences in shape, size, finish & standard conditions (annealed, ground, cold finish annealed, unannealed forge quality) for all products; relies heavily on co-workers and technical resources. 
•    Relationship with Parent Company or Primes 
•    Knowledge of Carpenter revenue generation and cross over account requirements (if applicable) 
•    Knowledge of Carpenter customer classification assignments 
•    Knowledge of product use/application 
•    Knowledge of VAPs 
•    Knowledge of customer system(s)/EDI 
•    Understanding of differences in melt types and which products generally go through each type; relies heavily on co-workers and technical resources. 
•    Understands differences of basic finishes or conditions, rely on information from specification file, a previous item, or a co-worker. 
•    Understands how to use IDDQ (and how information is applied, how dates are determined) 
Knowledge of strategic focus areas: 
•    Works with assigned Outside Sales Rep to document the annual plan with quarterly updates if necessary/applicable. 
•    Participates in weekly meetings on a rotating basis, with follow-up communication to broader staff 
•    Participates in employee webcast each quarter. 
•    Understanding of processes required to service accounts and reason/need for them 
•    Computer literacy including internet navigation and research; Microsoft Office (Word, Excel,
•    PowerPoint); database use and information retrieval; mainframe applications.

Skills/Abilities:
Problem Solving: Solves a range of problems by using standard procedures and/or processes. 
Customer Response: Responds to customer needs; seeks guidance on issues outside own area. 
Planning and Organizing: Prioritizes and organizes own work to meet agreed upon deadlines. 

Teamwork: Works with others within own area or department to achieve team goals through expanded knowledge and skills. 
Other: 
•    Ability to create and maintain customer-specific account documentation. 
•    Ability to run established Data Warehouse reports.
•    Proficiency in use of all databases and compliance with SOPs IREP order entry & inquiry capability, manage message queue to resolve errors & notifications with assistance of co-workers. 
•    Create OMOES Masters and details with assistance of co-workers, understand linkage of details to master (aware of instead of OR in addition to requirements), order entry capability. 
•    Established and productive relationships, understanding responsibility for each of the following: 
•    Business Unit: Product Support Specialists and Product Managers (minimum) 
•    Outside Sales: Field Sales Rep and RSM that have responsibility for assigned accounts (primary and back up requirements)
•    Scheduling/Process Analysts: Staff members and area of responsibility for each 
•    Operations Planning: Staff members and area of responsibility for each. 
•    Technical: Product Mets, Process Mets, Regional Mets (staff members and area of responsibility for each) 
•    Packing/Shipping: Supervisor, Area Manager, Order review support staff, Load builder
•    Logistics (Each Mfg. Location and Distribution Center): Support provided by and management of each manufacturing location and distribution center. 
•    Quality: Specs, Certs, Met Release, Labs, Quality Engineers (staff members and area of responsibility for each) 
Credit: Staff members and area of responsibility for each 
•    Consistent motivation to serve customers and balance the best interests of Carpenter and our customers.
•    Ability and desire to learn quickly, retain information and seek opportunities to increase personal contributions. 
•    Quality orientation, attention to detail/accuracy with expectation of minimal error rates. 
•    Ability to consistently perform in a fast-paced, demanding and changing environment. 
•    Ability to project a positive attitude at all times. 
•    Effective verbal and active listening skills. 
•    Clear, concise, and effective written communication skills. 
•    Build trust by meeting commitments; acknowledge and learns from mistakes. 
•    Ability to manage multiple tasks simultaneously. 
•    Motivation to work effectively as part of a team. 
•    Strong problem-solving focus and ability. 
•    Ability to appropriately react during challenging and difficult phone conversations.
•    Organization and follow-up skills; maintains an orderly workflow.
 

Carpenter Technology Company offers a competitive salary and a comprehensive benefits package including life, medical, dental, vision, flexible spending accounts, disability coverage, 401k with company contributions as well as many other options to employees.

Carpenter Technology Corporation’s policy is to fully and effectively maintain a program of equal employment opportunity and nondiscrimination for all employees, to employ affirmative action for all protected classes, and to recruit and develop the best qualified persons available regardless of age, race, color, religion, sex, gender identity, sexual orientation, marital status, national origin, political affiliation or any other characteristic protected by law. The Company also will recruit, develop and provide opportunities for qualified persons with disabilities and protected veterans.