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Job Title: Customer Solutions Manager
Job Type: Full-time, Day Shift
Location: Champaign, IL
This position requires ITAR compliance and may involve access to technical data controlled under the International Traffic in Arms Regulations (ITAR).

QUALIFICATIONS

· Must be ITAR Compliant
· Bachelor’s degree required (in applicable field)
· Experience with Epicor10 ERP system, preferred
· Experience with Microsoft Office Applications: Outlook, Excel, Word, PowerPoint
· 5+ years of B2B Customer Solutions/Success in a manufacturing environment (preferably in a sheet metal fabrication, CNC machining, complex welding and/or automation setting)

Customer Solutions oversees H3’s portfolio of customers, develops new business organically from existing customers, and actively seeks new business opportunities. The Manager of Customer Solutions will develop and maintain strong relationships with H3 Customers, manage the Customer Solutions team, and collaborate to develop strong working relationships with H3 colleagues. The Customer Solutions team also provides support to customers, suggests technical solutions according to customer needs, handles customer inquiries, and manages customer RFQ’s and orders. Track monthly key metrics and use data for key decision making. Solid knowledge of ERP system and its capabilities.
Team Management
· Coach and assist team with developing new business with existing customer(s) and/or identify areas of improvement, to grow the account organically.
· Ensure diligent and proactive customer management by team for respectively assigned accounts.
· Compile and maintain accurate, actionable sales reporting on customer account statuses.
· Achieve department metrics including but not limited to: timely/responsive communications, approachable service/solution attitude, order accuracy, backlog review in ERP.
· Monitor inventory requirements against customer order demand.
· Partner with marketing and management to refine lead qualification processes.
· Recommend potential product/service opportunities to management.
· Oversee and partner on running weekly sales meetings
High Profile Account Ownership
· Serve as the point of contact for assigned high profile customer account(s) acting as liaison between customer, quality, and production.
· Build rapport with customers to create trust and maintain strong, long-lasting relationships.
· Ensure complete and accurate processing and expediting of job orders.
· Complete, monitor and set priority for customer quotes, including price, availability, delivery time, and other information as needed.
· Post-order activities: delivery updates, quality issues, return authorizations, and other concerns as needed.
· Resolve product/service challenges by clarifying customer concern(s), identifying root cause(s), providing solutions, expediting corrective action, and following up to ensure satisfactory resolution.