Customer Solution Account Manager- DMF Lighting

DMF Lighting designs, manufactures, and distributes residential and commercial downlighting that simply fits. An engineering driven company, DMF stands out for our forward-thinking industrial design and engineering, responsive service, and deliverability of product. From a small family business founded 30 years ago by an electrical engineer out of his garage in Southern California, DMF has grown into a national lighting manufacturer with nimble supply chain logistics and a national network of warehouses and suppliers — which helps us deliver intelligent LED lighting products to our trade customers exactly when and where they need them. We are investing heavily in the future of lighting by hiring industry leading industrial designers and engineers, while simultaneously building out our cutting edge facility in Carson, California. There we are developing affordable products that deliver excellent light quality and complement the environments where they are installed. Our aim is to make intelligent, future-focused lighting solutions widely accessible to the markets we serve.

Job Summary: Customer Solutions Account Managers work closely with our customers and outside sales force to provide a white glove customer experience and increase sales of DMF solutions. They accomplish this by proactively working across multiple departments to rapidly address customer issues and inquiries, follow up on projects, generate quotations, actively follow up on projects and to provide basic product technical and application guidance.

This role is onsite in Carson, CA.

Pay range: $65,000-70,000 (based on experience)

Primary Job Requirements:

  • 5-8 years of service-related employment experience such as retail or hospitality
  • Demonstrated technical aptitude
  • Successful track record of written and verbal customer communication skills
  • Demonstrated proficiency in administrative and documentation procedures
  • Proven ability to work in cross functional teams
  • Proficient with Microsoft Office Suite of products (Outlook, Word, Excel, PowerPoint)
  • Must have the ability to manage multiple and shifting priorities in a fast-paced and constantly changing environment
  • Must have a high degree of initiative and the ability to manage multiple tasks, work under pressure and meet deadlines as required

Primary Job Responsibilities:

  • Become a SME on DMF Lighting solutions
  • Learn and maintain functional knowledge of key tools and processes used by Sales
  • Assist in managing the onboarding process, ensuring that all established processes and documentation are completed accurately and in a timely manner.
  • Act as an intermediary between the Sales Organization and other internal departments such as Quality, Manufacturing, Purchasing, IT, etc.
  • Develop relationships with Reps in an assigned territory, teaming with the salespeople in that territory to present a cohesive customer experience.
  • Identify and assess customers’ needs to achieve satisfaction
  • Order completion from quote creation to PO processing
  • Investigate order entry or pricing errors
  • Handle customer complaints, provide appropriate solutions and alternatives within agreed upon time limits; follow up to ensure resolution
  • Identify, develop, and implement continuous improvement solutions that drive greater efficiencies and effectiveness for our sales organization.
  • Initiating arrangement requests from the field, completing forms, obtaining required approvals, and finalizing arrangements
  • Display a commitment to quality by following required procedures and practices; take all appropriate measures to ensure quality.
  • Provide white glove customer service to our customer base, projecting yourself as the face of DMF
  • Review construction documents to produce system designs and project quotations
  • Perform administrative duties such as answering phones, filing, and additional tasks as required
  • Support customer orders by conducting tasks such as confirming ship dates, sending tracking details and proactively providing notification of any changes.
  • Work with assigned outside sales managers track status of quotes in the pipeline and to increase close rate
  • Manage returns and refunds in accordance with company policies

Educational Requirements: High School Diploma or higher

Please email resume to [email protected]