Account Management Specialist MX

Account Management Specialist MX

Department: Customer Relations

Employment Type: Full Time

Location: Mexico - Monterrey

Reporting To: Griselle Gamez

Description:

Become an indispensable partner to our best customers — and make them loyal, raving fans of Franklin Electric — through our in-depth customer knowledge, product expertise, and end-to-end support. Our efforts will drive revenue growth, customer retention, and market expansion. This role provides end-to-end account and relationship support to our best customers (over-serving the 80s/As), driving best practices and innovation to create more value for the business. The goal is to increase customer satisfaction, retention, and adoption of key product and service features within a particular market segment.

Key Responsibilities:

1. Provide end-to-end, single point of contact support for our best customers – the As – from order entry and inquiry to AR support and issue resolution.
2. Proactively anticipate customer needs and identify any potential opportunities or issues. Create recommendations and facilitate actions accordingly.
3. Support the marketing strategy to create new relationships, new customers, and new markets.
4. Serve as the customers’ voice, including marketing, product, professional services, and sales.
5. Establish and deepen relationships with customers by understanding their business objectives and providing exemplary support.
6. Communicate frequently with customers on updates, information, concerns, and suggestions.
7. Mine various communication feedback and benchmark data, launch and/or support innovative efforts to drive new efforts and change to meet the customers’ perceived expectations and needs.
8. Identify potential upsell, new product, substitution or replacement opportunities, slow moving products, as well as obsolete/excess inventory in an effort to create a value strategy specific to the opportunity.
9. Manage deliverables specific to meeting the team’s strategic objectives.
10. Use customer benchmark data to highlight customers’ strategic success and provide ongoing recommendations for further optimization.
11. Communicate and coordinate with internal departments (Product Managers/Sales Team/Marketing).
12. Organize workflow to meet customer timeframes.
13. Complete forms, applications, and/or customer requests.
14. Business travel required as needed. Participate in customer visits, trade shows, and/or events.
15. Perform other duties as required or assigned.

Skills, Knowledge, and Expertise:

1. Dependable, self-motivated, and displays initiative.
2. Results and goal-oriented.
3. Customer growth-oriented.
4. Effective communication skills – written & verbal, internal & external customers.
5. Strong problem analysis and problem-solving skills, innovative.
6. Professional in all manners.
7. High-level attention to detail, high-level accuracy, and reliable results.