Customer Account Manager

Job Description

Under the authority of VP Supply chain, logistics, planning and customer account management, the person occupying the position of customer account manager shall be responsible to manage respective customer accounts and be the main liaison between the customer and Russet House internal functional teams to achieve committed service levels and customer KPI targets, thereby helping to optimize the operational efficiency of the organization.

Tasks

DEVELOPMENT RESPONSIBILITIES & STRATEGIC PLANNING

• Establish a strong relationship with the senior VP Sales and his team and support the growth of the business to meet Russet House Inc. 3-year Strategic plan;

TECHNICAL RESPONSIBILITIES

Customer account management

• Shall gain knowledge on customer’s market & competitive landscape, lead the implementation of customer’s product development within Russet House, support Sales in growing the business by expanding customer and product footprint, and put in place contracts with respective Customers;
• In collaboration with Sales and the VP Supply Chain, Logistics, Planning, & Customer Account management, the Customer Account Manager will establish profitability and growth targets for existing customers and implement an action plan to achieve financial targets including pricing and cost based on market benchmarks;
• Will work closely with Sales, Supply Chain, Logistics, Planning, Quality, production, and Finance to oversee all activity between Russet House (RH) and existing Customers;
• Shall be the main contact for the Customer on all aspects of the business between Customer and Russet House including resolution of operational or business issues;
• Manage the customer account to ensure customer commitments are met in a timely fashion;
• Drive all activity related to New Product Introduction (NPI) in accordance with our Customer Request Management (CRM) process: Gate 0 (authorization to offer) to Gate 1 (authorization to proceed with new business) and Gate 2 (authorization to proceed to production);
• Develop a customer profile and acquire in dept knowledge of the customer’s market, competitive landscape, product development strategies, as well as its organizational structure, decision makers’ and relevant functional teams;
• Participate in periodic Customer Demand Planning reviews with logistics and planning teams between Russet House and customer to support and ensure delivery commitments are met;
• Publish Customer KPI’s internally within Russet House and drive corrective action plan to achieve customer’s desire KPI targets;
• Provide our planning team with periodic updates (at least on quarterly basis) on long term customer demand forecast (min. 12 months);
• In collaboration with Sales, organize Quarterly Business Reviews (QBR) with customers to review status of current business, and explore future growth opportunities;
• Set up periodic reviews to report sales and status of margins;
• Put in place contracts with all customers to ensure terms and conditions preserve Russet House efficient and profitable operations;
• Administer contracts and ensure validation of any credits, penalties, and timely execution of price escalation in accordance with contract terms. Leverage support, knowledge, and participation of Sales team to ensure success;
• Capable to ensure profitability and growth of respective Business Units to ensure cost and margin targets are met;
• Shall be a hands-on person, detail oriented as regards both operational and business parameters as well as strategic in growing the business and Russet House profitability.
• Capable to work across all functional area to understand and facilitate problem resolution;
• Can bring people together and mobilize stakeholders towards mutual beneficial outcome for Russet House;
• Shall be capable to evaluate new business opportunities, put together business cases with finance and present proposal to senior management.
• Shall be capable to develop boilerplate contracts to ensure adequate contractual protection for RH;
• Shall act a mentor and team lead to coach and develop other customer account manager within the team;
• Shall drive the implementation of this new role within Russet House and lead the team in establishing an outline and approach for customer profile.

OTHER RESPONSIBILITIES

• Perform any other task entrusted to him by his immediate superior or aimed at meeting the specific expectations that may be communicated to him/her by the latter

Requested skills

Schooling:

• Bachelor degree in business administration or related field

• Work experience : Minimum 10 years in a similar position
• Computor knowledge : Advanced knowledge of the Office suite and ERP
• Oral and written bilingualism
• Assets:  Food industry and/or manufacturing experience

Benefits

• Insurance (death, dental, disability, life, medical and paramedical coverage)
• Performance bonuses
• Professional training and development program
• Free parking