Position Summary :

This position is a hybrid position (3 days on-site, 2 days remote)

The Customer Service Account Representative maintains client accounts, which includes providing status information, facilitating production processes, and acting as the liaison between the client and internal Component Hardware departments.

The position has in-office and remote working requirements and opportunities within a team environment.

Principal Duties & Responsibilities (Essential Functions) :

The Customer Service Account Representative will be assigned accounts and work in conjunction with the sales team while providing exceptional customer service, a high-quality of business services, and maintaining overall operational efficiency.

Manage assigned client base by carrying out the following tasks :

• Order entry with a high degree of accuracy
• Provides price quotes using contracts, upon the approval of the BDM
• Provides customers literature and price book requests
• Expedites and manages all open orders
• Monitors status of all blanket orders according to customers’ requirements and coordinates reorders as requested
• Establishes and maintains relationships with customers via phone and email
• Maintains a working knowledge of Change Orders and / or Addendums to existing contracts
• Acts as a partner to the BDM on implementations for new product launches; in conjunction with the BDM, conducts milestone reviews of progress against project plans
• Ensures that communications to clients is accurate, timely, and appropriate
• Identifies changes and modifications to existing products and services
• Maintains and reviews inventory levels and orders stock if necessary; provides inventory status to client
• Operates independently in most activities

Education / Experience :

High School Diploma or GED and 3 years of customer service or account management experience within a manufacturing and warehouse environment.

Knowledge, Skills & Abilities :

• Demonstrates a commitment to high levels of customer service and a sense of urgency in satisfying and delighting clients
• Strong organization and time management skills - able to handle multiple aspects of several ongoing projects, including timelines, client concerns, and other internal project maintenance as needed
• Must have technical and logical thinking abilities, along with good problem-solving skills
• Professional demeanor and appearance, including the maturity required to interact with higher management (both internal and with the client)
• Proficient in Microsoft Office Suite (including MS Word, and Excel)
• Must be assertive, intuitive, cooperative, creative and flexible
• Able to work under pressure in a fast-paced environment and remain composed and objective in highly stressful situations conflict resolution skills are desirable
• Strong verbal, presentation, and written communication skills
• Conceptual understanding of sales and customer support
• Can easily adapt to change
• Able to work overtime as needed

Physical Demands :

While performing the duties of this job, the individual is regularly required to stand, walk, sit, talk, hear, and use hands and is frequently required to reach with hands and arms.

Note : This job description is subject to change and does not constitute an employment agreement. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Last updated : 2024-05-17