Special Account Representative

Carpenter Technology Corporation is a leading producer and distributor of premium specialty alloys, including titanium alloys, nickel and cobalt based superalloys, stainless steels, alloy steels and tool steels. Carpenter Technology's high-performance materials and advanced process solutions are an integral part of critical applications used within the aerospace, transportation, medical and energy markets, among other markets. Building on its history of innovation, Carpenter Technology's wrought and powder technology capabilities support a range of next-generation products and manufacturing techniques, including novel magnetic materials and additive manufacturing.

PRIMARY RESPONSIBILITIES FOR THE SPECIAL ACCOUNT REPRESENTATIVE:

Liaison between customer and Carpenter working to provide overall support and total account management including anticipating customer needs, assessing requirements and identifying solutions to issues involving scheduling/planning, inventory, pricing, forecast information, and specification interpretation.

Ownership and accountability for all the processes related to the daily activities of their assigned accounts.
Evaluate reserved material to satisfy immediate customer needs & requirements through replenishment review. Independently manages demand changes and implement appropriate proactive steps to avoid material shortage in the future.

Propose alternatives to and applies non-critical changes to masters and details after approval by Process Support.

Evaluates PICS to identify source item and determine availability. Develop, maintain and grow network of relationships with internal departments to expeditiously solve a wide range of customer problems and issues encompassing logistics, planning, inventory, technical requirements, contract review, pricing, etc. Identify and lead transactional improvement projects within customer service focusing on cost reduction, productivity improvement and customer satisfaction.

Participate on cross departmental teams to improve performance, efficiencies, cost reduction, and/or customer satisfaction with the intent to enhance and sustain Carpenter's position with their assigned accounts. Takes initiative to expand the depth of their knowledge through individualized training to meet specific customer needs or improve individual skill set.

Reviews activity reports and message queue on a daily basis. Resolve errors independently, apply corrective action to all open orders and implement a permanent correction to avoid recurrence. Modify existing Data Warehouse reports and create standard reports to extract data.

Develop and maintain customer-specific account documentation. Initiates proactive calls to new and existing accounts in support of selling and service strategies.

Act as a mentor/resource to peers by providing guidance in solving system, procedural, or customer related issues by applying their expertise and knowledge.

Responsible and accountable for knowing and adhering to all corporate, department, quality, and regulatory policies. Perform all other duties and special projects as assigned.

Works with assigned Outside Sales Rep to document annual plan with quarterly updates if necessary/applicable

Participates in weekly meetings on a rotating basis, with follow up communication to broader staff

Participates in employee webcast each quarter
Perform all other duties and special projects as assigned.

REQUIRED FOR THE SPECIAL ACCOUNT REPRESENTATIVE:

High School diploma required; Two- or four-year undergraduate degree in business preferred.

Minimum of 2-4 years of customer account management. Prefer experience in a manufacturing setting.

Problem Solving: Solves moderately complex problems; makes recommendations to improve standard procedures and/or processes.

Customer Response: Anticipates and understands customer needs and identifies solutions to nonstandard requests.

Planning and Organizing: Manages own time to meet objectives and is proactive in offering help to others.

Teamwork: Contributes to achievement of team goals within own area or department; promotes teamwork through understanding of broader team goals.

Other: Ability to create and maintain customer-specific account documentation

Ability to manage message queue to resolve errors independently, apply 'fix' to all open orders and implement a permanent fix to avoid recurrence.

Independent capability to manage demand (changes to demand), take appropriate proactive steps to avoid material shortage in the future.

Participate in routine calls with BU, Field, Customer Ability to propose alternatives to and applies non-critical changes to masters and details after approval by Process Support.

Ability to modify existing Data Warehouse reports, create standard reports to extract data Proficiency in use of all databases and compliance with SOPs Ability to evaluate PICs, identify source item and determine availability

Established and productive relationships, understanding responsibility for each of the following:

• Business Unit: Product Support Specialists and Product Managers (minimum)
• Outside Sales: Field Sales Rep and RSM that have responsibility for assigned accounts (primary and back up requirements)
• Scheduling/Process Analysts: Staff members and area of responsibility for each
• Operations Planning: Staff members and area of responsibility for each
• Technical: Product Mets, Process Mets, Regional Mets (staff members and area of responsibility for each)
• Packing/Shipping: Supervisor, Area Manager, Order review support staff, Load builder
• Logistics (Each Mfg Location and Distribution Center): Support provided by and management of each manufacturing location and distribution center
• Quality: Specs, Certs, Met Release, Labs, Quality Engineers (staff members and area of responsibility for each)
• Credit: Staff members and area of responsibility for each

Ability to work independently to identify and proactively solve a wide range of issues/problems and communicates results back to management.

Technical resource participating on special projects outside of department when warranted. Provide training support within the department.

Ability to serve as mentor/resource for peers

Consistent motivation to serve customers and balance the best interests of Carpenter and our customers.

Continue to learn and retain information within and across departments.

Quality orientation, attention to detail/accuracy with expectation of minimal error rates.

Ability to consistently perform in a fast-paced, demanding and changing environment.

Ability to project a positive attitude at all times.

Effective verbal and active listening skills.

Clear, concise and effective written communication skills.

Build trust by meeting commitments; acknowledge and learn from mistakes.

Ability to manage multiple tasks simultaneously.

Motivation to help others and to work effectively as part of a team.

Ability to drive customer conversations in challenging/difficult situations.

Organization and follow-up skills; maintains an orderly workflow.

Carpenter Technology Company offers a competitive salary and a comprehensive benefits package including life, medical, dental, vision, flexible spending accounts, disability coverage, 401k with company contributions as well as many other options to employees.

Carpenter Technology Corporation's policy is to fully and effectively maintain a program of equal employment opportunity and nondiscrimination for all employees, to employ affirmative action for all protected classes, and to recruit and develop the best qualified persons available regardless of age, race, color, religion, sex, gender identity, sexual orientation, marital status, national origin, political affiliation or any other characteristic protected by law. The Company also will recruit, develop and provide opportunities for qualified persons with disabilities and protected veterans.