Regional Account Manager
Irvine, CA
Full Time
WHAT WE ARE LOOKING FOR:
Supports all aspects of customer service for assigned Region and Territories. Maintain general relationships with Sales Managers, Independent Sales Reps, Wholesalers, and customer base. Provide assistance to clients over the telephone, oversee and handle all incoming customer requests. Provides excellent customer service and ensures clients and sales teams receive superior service in the areas of administrative support. The position is responsible for processing purchase orders for complete fulfillment. Coordinates and generates sales orders, pack slips, order tracking, and invoicing. Works in a team environment and interacts with Warehouse, Returns, Warranty, Marketing, Navien factory purchasers, and Admin. Coordinators and Accounting teams. Will promote our products, pricing, and promotions to our VIPs and wholesalers. Ensure a high level of efficiency and accuracy is achieved, providing a high standard of customer care in all aspects of the sales office operation.
Essential Job Functions:
- Works daily with the internal team, Sales Managers, Sales Reps, and wholesalers to fulfill daily sales order goals and KPIs.
- Handle, manage, and educate customers, sales staff, and management on support processes and options such as Returns, Orders, Inventory availability, product and pricing, third-party accessories, Invoice terms, debit memos, credit memos, and warranty processes.
- Handle incoming customer calls, customer incoming email requests, and escalations.
- Responsible for processing and confirming purchase orders from wholesalers using our SAP system submitted through email, EDI, and fax.
- Audit purchase orders to ensure the final version has correct pricing, product information, shipping instructions, and quantities. Provide Purchasers with updated product and pricing catalog.
- Manage and track expedited shipments daily while maintaining all other workflow processes.
- Generate SAP quotes, sales orders, outbound delivery, and pack slips, for timely shipping and complying with warehouse cut-off times.
- Generate shipping labels and bills of ladings and work cross-functionally with logistics.
- Work with 3PL logistics and truckload vendors to ensure shipping compliance.
- Handle customer shipment claims for damage, lost or concealed damages. Manage communications between customers and logistics.
- Handle SRA’s, (sales return authorizations), and debit and credit memo requests that contain product returns, overage shortages, and short payments complete request forms for management and CEO approvals.
- Communicate with freight carriers and compare rates per order from all carriers to determine optimal shipment pricing when necessary.
- Prepare and manage the daily invoices and ship them within current department guidelines. Monitor backorders for daily shipping and communicate exceptions to customer(s) weekly.
- Manage accounts receivable reports containing exceptions from shipping and billing discrepancies.
- Work with the Accounting team to resolve customer account issues.
- Efficiently file all orders including original purchase orders, packing slips, bill of ladings, approvals, proof of delivery, and any support documents related to the customer PO.
- File and record shortages, backorders, order approvals, and customer invoice information on the Sales Order Server.
- Respond and work directly with regional sales representatives for order approvals and denials, mainly through email.
- Coordinate with the warehouse employees to ensure no orders are left open and that your accounts are shipped complete.
- Run daily performance reports; Pack Slip, Delivery, Sales Orders, and invoice reports to ensure work progress is current. Maintain your workflow to have a satisfactory timeline.
- Run Maintain Billing Report to ensure next-day invoicing is achieved.
- Sustain up-to-date information on parts and product changes and revisions by reading all incoming marketing and technical support announcements
- Invoice generation and distribution
- Help AMO Management keep the AMO Sales Order Processors on task and apprised of current and relevant department information.
- Help AMO Management pinpoint process bottlenecks
- Help AMO Management with Month-End processes to ensure smooth and streamlined reporting is forwarded to our EMT (Executive Management Team)
Non-Essential Job Functions:
- Direct any incoming calls that may belong to a different department.
- Support and aid other departments as needed.
- Complete miscellaneous projects as assigned by the CSS Manager.
Skills:
- Excellent Excel, MS Outlook, PPT, Word, MRP Systems (e.g., SAP).
- Strong verbal and written communication skills.
- Excellent administrative and follow-up skills.
- Strong attention to detail and accuracy.
- Excellent problem-solving and escalation resolution skills.
- Highly organized, self-starter, and team player
- Ability to meet timelines and meet KPI monthly goals.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
Pay Scale: $27-29 per hr. + eligible for an annual bonus
Benefits
- PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
- Employee-only premium covered at 100%, and dependent premium covered at 50%
- Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
- Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
- 10.5 Paid Holidays per calendar year
- Community Involvement Volunteer Day
- 401K Plan, 100% match on employee’s contribution, up to a maximum of 5%
- Employee discounts on Navien products
- LinkedIn Learning License
- Work-from-home benefit
- Lifestyle Benefit - for gas, gym, pet care, and more!
About Navien, Inc.
Since 2006, Navien, Inc. has become one of the fastest-growing companies in the home comfort sector in North America and has established itself as the leader in condensing technology, providing condensing tankless water heaters, combi-boilers, and wall-hung boilers. In 2018, Navien moved beyond the condensing market with the introduction of the NPN series non-condensing tankless water heater.