Our Company:
Cases By Source designs and manufactures protective packaging—mostly in the form of reusable cases—to protect some of the world’s finest and valuable instruments and products. We collaborate with customers to design and customize cases that will ensure their equipment travels undamaged through the distribution cycle.
Employee passion at Cases By Source is fueled by the notion that our cases safeguard customers’ important assets and often play a fundamental role in the success of some of the world’s most important innovations. For example, the Flumist vaccine: The climate-controlled case we designed allows this temperature-sensitive inoculation to reach doctors’ offices uncompromised, ultimately protecting thousands of patients from sickness. We’re proud to build protective cases for delicate camera equipment—putting news cameramen at ease, knowing their important and valuable gear will be safe as they travel to dangerous or exotic locations to transmit worldwide news events. It’s also incredibly rewarding to contribute to the nation’s counterterrorism efforts by designing rugged laptop cases for mass transit groups who investigate threats against our safety.
Job Description:
The Customer Account Coordinator ensures the success of the sales process and is expected to WOW our customers by understanding their needs, anticipating sales representatives’ requests and expeditiously responding with options, sales and purchase order history and quotes. The Customer Account Coordinator owns the RFQ and Pricing processes for the business in line with the Company’s estimating process.
● Functional Responsibilities
o Handles urgent calls, emails and messages when sales representatives are unavailable
o Sends NDAs and credit applications to customers
o Takes thorough, detailed notes during all calls and meetings and translates them to other team members as needed
o Prepares all supplier quotes, assigns RFQs, sets expected quote dates
o Promptly responds to questions from suppliers to RFQs after consulting internal experts
o Prepares COGS and lead time via pricing matrix for sales representative to review
o Presents Pricing Matrix with recommendations for review
o Prepares final quotes for review and submits quotes on behalf of the sales team member when required
o Responsible for Contract/Order Review in collaboration with the sales representative
o Keeps CBS accountable to project timelines and deliverables
o Expedites Purchase & Production orders to ensure timely delivery
o Raises on time delivery issues to team to drive awareness and action
o Strategizes process improvements. Works with the team to design implementation plans and execute
o Collaborates with other departments to ensure sales queries and deliveries are handled efficiently
o Collaborates with team to initiate RMA’s when required
o Follows up to ensure RMA’s are completed
Customer Relationship Management Responsibilities
o Develop and maintain relationships with key representatives of accounts
o Leverage existing relationships to develop new opportunities
o Ensure customers are WOWed by their customer experience with Cases By Source
o Responsible for communicating delivery status to customers both proactively and reactively in line with Company procedures
● General Responsibilities
o Other duties, as assigned
o Some travel, as required
WORKING RELATIONSHIPS:
● Customers – WOW our customers. Foster and maintain professional relationships with customers in all written, verbal and face-to-face interactions.
● Sales & Marketing – Collaborate with team members in Sales & Marketing to ensure that all customer expectations are considered in quoting and pricing strategies. Translate knowledge to Sales so that leads can properly be developed and cultivated.
● Supply Chain - Works closely with Supply Chain to ensure that RFQs are sent to qualified and preferred suppliers aligned with each opportunity, and that quotes are reviewed, approved, negotiated, and final supplier selection for jobs is done in line with Supply Chain direction.
● Design & Engineering - Works closely with Design & Engineering to ensure that supplier feedback is included in design decisions and documentation and optimal designs considering design for manufacturability and supply chain are developed.
● Leadership– Stays alert for critical issues and raises them as they arise so that they can be managed or attended to as required; maintains communication and follows through to ensure issues are addressed and resolved.
● Internal Operations – Works as necessary with Supply Chain, Design & Engineering and others in Sales & Marketing, clearly communicates and escalates issues, using good judgement to report up lines when needed. Operates within guidelines and policies set by management, with a positive attitude, team spirit and growth mindset.
REQUIRED SKILLS AND QUALIFICATIONS:
● Friendly, outgoing and empathetic
● Strong time management skills
● Excellent communication skills (oral and written)
● Positive attitude and ability to work well with others and alone
● Easily adaptable
● Ability to conquer stressful situations
● Takes pride in their work
● Committed to the company’s values
● Detail-orientation
● Active listening skills and demonstrated ability to transfer verbal instructions into written form
● History of success coupled with success-orientation
● Demonstrated ability to handle multiple tasks simultaneously with an eye on commitments and deliverables
● Demonstrated strong organizational skills
● Strong computer skills (familiarity with Microsoft Office products, spreadsheets, and CRM and ERP/MRP tools)
● Fluency and ability to communicate effectively in English
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Education:
Experience:
- Customer support: 3 years (Required)
Ability to Commute:
- Mahwah, NJ 07430 (Required)
Work Location: In person