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Inside Key Account Specialist II in El Segundo, CA at Carlisle Interconnect Technologies

Date Posted: 3/22/2019

Job Snapshot

Job Description


The Inside Key Account Specialist II (IKAS II) partners with Outside Sales and all other departments (Engineering, Operations, Quality, Planning and Purchasing) to establish professional and responsive relationships with Carlisle's top strategic and key customers to ensure total customer satisfaction while meeting all business objectives. The IKAS II is part of the team that develops and implements key account strategies and is directly linked with the Outside Sales account managers for the key accounts. The IKAS II has a continuous improvement mindset and drives actions that make it easier for our customers to do business with Carlisle. While maintaining and building relationships with Carlisle's strategic and key accounts, the IKAS II performs high level program management and follows up on quotes and contributes to achieving growth targets.


* Establishes professional and responsive relationships with key and strategic Carlisle customers to ensure total customer satisfaction while meeting all business objectives
* Partners with outside sales/strategic account managers to develop and execute account strategies
* Manages key programs and projects internally as needed
* Demonstrates thorough understanding and knowledge of the Accounts they are supporting, the markets they participate in and Carlisle's Play to Win and Strategy Deployment documents for these markets
* Leads efforts to proactively manage customer scorecards for their account base
* Works with outside sales and factory team to coordinate and prepare for business reviews with customers as required
* Utilizes customer portals and SAP ERP system as needed and as a backup for the Customer Service Representative (accurate data entry, processing RFQs, customer POs, customer PO changes, expedites, returns and general inquiries.)
* Prepares for and leads customer conference calls and GoTo meetings as needed
* Participates, organizes and potentially leads onsite customer meetings
* Travels with outside sales occasionally for face to face customer meetings
* Ensures the voice of the customer is heard by documenting customer feedback in the system as needed, monitoring the overall customer feedback log and customer satisfaction measurement, and coordinating actions as needed
* Utilizes Microsoft Dynamics CRM system for opportunity updates and meeting reports, working with and supporting outside sales account manager
* Takes initiative to propose solutions and drive action
* Participates in demand forecasting activities
* Acts as a liaison between the Customer and Internal team members to ensure all customer expectations are communicated, understood and met throughout the organization
* Responsible for tracking and following up on all active strategic quotes and providing status to the organization including reporting on competitive activity and lost business
* Reviews customer backlog and historical reports in an effort to watch customer order patterns and provide early warning to buyers as new orders are needed
* Provides superior customer service support for both internal and external customers
* Proactively prioritizes work and is able to multitask to ensure required follow up and deadlines are met
* Acts as first line of communication to customer with strong and professional written and verbal communication
* Generates and analyzes reports as needed or assigned
* Updates work instructions and/or business processes as assigned
* Strives to meet individual and department metrics as outlined by Inside Sales Manager
* Works well under pressure with short deadlines
* May provide guidance/training to less senior department personnel
* Performs other related duties as assigned

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* Bachelor's degree in business, communication or a related field and/or 3-5 years of experience in a customer service, key account management or inside sales role


* Excellent communication skills, both written and verbal.
* Ability to communicate effectively to employees at all levels.
* Excellent English grammar and spelling.
* Must be able to read, write, analyze, and interpret general business reports, procedures, and/or regulations.


* High energy and sense of urgency required to meet internal and external customer expectations
* Ability to build and maintain relationships
* Highly motivated with strong work ethic and desire for continuous improvement
* Strong computer skills (MS Office specifically Excel, SAP, Customer Portals, Customer Relationship Software such as MS Dynamics or similar)
* Excellent organizational and prioritization skills
* Ability to multitask and work well under pressure with short deadlines
* Effective conflict resolution skills
* Detail-oriented and strong analytical skills
* Solid understanding of Lean fundamentals and basic concepts
* Comfortable on the phone with both internal/external customers in any situation
* Positive attitude and works well both independently and in a team environment
* Must be able to understand departmental documentation and have the ability to process accurately and the ability to interpret a variety of instructions furnished in written, verbal, diagram or schedule form
* Program management skills
* Dependable and trusted contributor to the team
* Excellent interpersonal skills required in dealing with customers and other departments
* Maintains professional appearance and conduct

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled