Customer Service, National Account Manager

Position Summary: Liaison between assigned National Account customers and internal business partners to assure exceptional service in the areas of safety stock, account orders and required inventory levels to meet expected delivery dates. Primary goal is to maintain the client relationship through assuring excellent service.

Position Responsibilities:

• Serve as the first point of contact for assigned National Accounts and manage product requests in a manner which allows Culp to deliver defect-free products at a competitive price, on-time, every time.
• Proactively seek to build and maintain strong, long-lasting client relationships through regular contact, prompt response and resolution to issues, engaging internal partners as needed and collaborating on customer needs cross functionally.
• Manage customer complaints and concerns, provide appropriate solutions and alternatives within the established time limits, and follow up to ensure the client is satisfied.
• Build sustainable relationships of trust through proactive contact with the customers and monitor/share customer ideas and concerns with Service team.
• Analyze delivery options and associated shipping costs and provide most timely and cost-effective suggestions to the assigned customer.  
• Develop production forecasts using various input sources, including sales trends, customer projections and CHF Sales Team recommendations.
• Maintain awareness of back orders and update clients regularly on expected delivery periods.
• Maintain customer accounts by recording account information and sharing key details as appropriate.
• Coordinate delivery commitments with scheduling staff and communicate any changes to the customer.
• Manage inventory levels and aging inventory for assigned account.
• Coordinate customer returns with the Quality team and identify frequent and persistent product issues. Share internally as appropriate.
• Actively participate in continuous improvement opportunities.
• Monitor and manage inventory forecasts and communicate concerns and challenges with CHF operations and planning staff.
• Communicate with national account sales and purchasing staff on a regular basis, review specific inventory constraints, and plan for special promotions.
• Participate in national account conference calls, business meetings, and quality updates.
• Other tasks and growth opportunities as assigned. 

Role Qualifications/Essential Skills:

• Intermediate/advanced MS Excel proficiency.
• Proficient in data analysis; able to develop and prepare account status reporting for internal and external use.
• Previous experience in sales trend analysis and forecast planning.
• 5 + years of relative work experience
• Proven ability to manage multiple National at one time while maintaining sharp attention to detail. 

Experience and Education:

• College degree from a 4-year institution and/or relative customer service or industry experience.
• 2 years of progressive customer service experience with increasing responsibility.
• Prefer textile or manufacturing experience.