Key Account Coordinator

Thorlabs is pleased to play a role in advancing science through the components, instruments, and systems we design and manufacture. We believe that science and innovation have great potential to improve the world around us and are committed to advancing photonics (i.e., light-based) technologies that positively impact our customers, employees, and communities. Via educational outreach and more sustainable business practices, we continuously invest in a brighter future. We recognize that each of our employees is a unique individual with the ability to contribute to our success and seek to find great people who will thrive in our fun, fast-paced culture. The Key Account Coordinator is responsible for providing full administrative, sales and service support to key accounts, including some of our largest OEM customers, and our global network of channel partners. Although the location of the position is in Newton, NJ, from time to time it may be required to undertake duties at other Thorlabs locations.

Essential Job Functions include the following, but are not limited to:

• Work as part of a dedicated team to prepare quotations, process sales orders, handle invoicing issues, and answer queries from our key accounts and channel partners.
• Ensure organized management of customer open quotes, orders, and planned shipments, working closely with our Order Fulfilment Team, Business Units, and distribution center to deliver goods on time.
• Attend meetings with the Field and Inside Sales Teams to review customer activity and needs within their respective sales territories.

Periodically review expiring customer blanket orders and sales agreements, engaging in proactive outreach to ensure that revised forecasts are received and repeat orders are renewed prior to or following completion.

• Create and accurately maintain case and opportunity records in our CRM to track customer orders, quotes, and communications.

Work closely with other departments such as the Technical Project Managers, Sales teams, or the Channel Partner Sales Manager to plan and execute account strategies to ensure that key accounts or Channel Partner needs are well communicated within the organization.

• Support the team’s shared mailboxes and CRM queues, handling requests for new customers and non-key accounts when required.

Oversee relationship with key accounts and channel partners’ purchasing teams and works closely with the customer to understand their expectations of Thorlabs as a vendor and communicates this to the Business Unit and relevant internal stakeholders.

• Develop relationships and long-term partnerships with key accounts and Channel Partners’ supply chains and purchasing departments through regular communication via calls and e-mails.
• Monitor and act on overall supplier performance metrics, including returns, on-time delivery, and account activity, proactively reporting relevant information to customers and internal stakeholders.

Maintain updated database of customer points of contact, preferences, and other key account information to best support Thorlabs’ key accounts and channel partners. Execute various administrative tasks related to supporting the operations and sales department, including reports, data entry using our ERP System, CRM, and MS Office programs to include but not limited to Excel, Word, and PowerPoint.

Experience:

• Minimum 5 years of experience in a similar and progressive position preferred.

Education:

• High School Diploma. Bachelor’s degree preferred.

Specialized Knowledge and Skills:

Demonstrated experience in Microsoft Dynamics, CRM, Microsoft Office (Excel, Word, Power Point) and communication tools. • Strong teamwork skills with the ability to work in project teams to ensure that the customers purchasing needs are well clearly understood at all levels of the organization. Ability to read and interpret documents such as procedure manuals, routine reports, and various correspondences. Preferred experience working in a MRP System. Strong communication skills. Demonstrated experience in a customer centric environment. Strong ability to shift from one task to another to address changing production priorities. Hourly range for this position is $23.00 -$25.00 depending on experience Thorlabs values its diverse environment and is proud to be an Equal Employment Opportunity/Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, gender, gender identify or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few..