After Market Account Specialist
Akona Process Solutions
About the Company
We are an industrial manufacturing company that engineers and builds high-performance material-handling plant systems serving diverse end-markets such as food & beverage and pharmaceutical. Our culture is rooted in operational excellence, scalability, continuous improvement, accountability, safety, and delivering results. We thrive on teamwork, problem-solving, and developing leaders who take initiative and drive meaningful change.
The Role
This is not a script and headset job. You will own a group of customer accounts and carry their issues from the first phone call to the resolution.
Our customers do not call to chat. They call because a machine is down or a shipment is late or they need a part they cannot identify. Something is costing them money. Your job is to figure out what they actually need. Then work across Engineering Supply Chain Production and Finance to make it happen. You become the person the customer trusts and the person the plant floor listens to.
Responsibilities
- Own your accounts. Know their equipment their order history and what matters to them.
- Chase down answers. Take a customer question figure out who inside the company owns the answer and go get it.
- Translate. Customers describe symptoms. Engineering needs specifics. You bridge the two.
- Quote and process. Build aftermarket parts and service quotes and enter orders accurately in our ERP.
- Stay ahead of dates. Track open orders and flag a slipping promise date before the customer finds it.
- Know what to escalate. Decide what you can solve yourself and what needs help. Then act on that decision.
- Find the opportunity. A worn part today often points to a larger need. Grow aftermarket sales by seeing it and offering the right solution.
- Keep the record clean. Maintain customer data in HubSpot and Epicor so the next person has what they need.
- Own the outcome. Even when the fix depends on three other departments the result is still yours.
What Success Looks Like
- First 90 days. You know your accounts. You know who does what inside the organization. You handle routine requests without help.
- Six months. Customers ask for you by name. You are catching problems before they turn into complaints.
- One year. Aftermarket revenue in your accounts is growing because your customers trust what you recommend.
What You Bring
- Two or more years in a role where you owned an outcome and had to work across departments to deliver it. Customer service inside sales project coordination or service dispatch all count.
- An understanding of how work moves through a business. Quote to order to engineering to purchasing to production to shipping to invoice. You do not need to know our exact process. You need to understand that one exists and who to go to at each step.
- The ability to make a decision with incomplete information. You gather what you can. You make a call. You communicate it clearly and you own it.
- Comfortable saying "I do not have that answer yet and here is when I will." Then following through.
- Clear communication. Short and direct beats long and vague.
- Organization under load. Twenty open items at once and none of them dropped.
- Experience with a CRM and an ERP. HubSpot and Epicor are a plus. The ability to learn new software is required.
- Proficiency with Microsoft Office.
- Curiosity about how things are built and how they fail.
- Background in industrial manufacturing or industrial distribution.
- Experience with aftermarket parts service or technical support.
- Exposure to custom or engineered to order products.
- Experience reading a bill of materials or a basic mechanical drawing.
Akona Process Solutions maintains a drug free workplace.
Work Location – Monroe NC Onsite Position
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
People with a criminal record are encouraged to apply.
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