Customer Success Account Manager

Are you passionate about building strong customer relationships and ensuring exceptional service from order to delivery? We’re looking for a Customer Success Account Manager to serve as a trusted partner for our customers, distributors, dealers, and sales representatives.

In this role, you’ll be the primary point of contact for key accounts, managing orders, quotations, and inquiries while ensuring accuracy, compliance, and a best-in-class customer experience. You’ll work cross-functionally with Sales, Production Planning, and Logistics, using Microsoft Dynamics 365 to drive efficiency and customer satisfaction.

Why Join Haag-Streit USA?

As part of a respected global organization known for precision, quality, and innovation in ophthalmic and diagnostic solutions, you’ll contribute to long-term customer relationships while developing your expertise in account management, systems, and cross-functional collaboration. If you enjoy balancing customer advocacy with operational excellence in a fast-paced, team-oriented environment, Haag-Streit USA offers a rewarding place to grow your career.

What you’ll do:

• Serve as the primary point of contact for customers, distributors, dealers, and sales representatives.
• Maintain, develop, and build relationships with distributors/customers. 
• Lead Key Account bi-monthly Open Orders or status update calls. 
• Utilize Microsoft Dynamics 365 to manage customer records, orders, quotations, and correspondence. Prepare and issue quotations, pricing information, and order confirmations, manage customer POs
• Analyze order details for accuracy, pricing, terms and compliance with sales policies using Microsoft D365
• Accurately enter, update, and maintain customer, order, and pricing data within Microsoft Dynamics 365 (CRM/ERP). 
• Obtain or clarify missing or incomplete information from customers to ensure timely order processing.
• Arrange logistical needs by determining best means for shipping, and coordinating with external vendors and internal shipping resources
• Identify opportunities to upsell customer orders and conduct outgoing telesales as required 
• Advise customers on order changes, availability, lead times, and order status.
• Respond to inquiries related to products, applications, pricing, terms, service issues, and order status via phone and written correspondence.
• Resolve customer complaints requiring replacement, credit, or adjustment and ensure proper resolution.
• Escalate issues when needed such as technical requests, service issues, or product complaints to appropriate departments for analysis and disposition.
• Maintain a professional and customer-focused approach in all interactions.
• Maintain working knowledge of company products, components, applications, pricing structures, and sales policies.
• Apply product and policy knowledge to support accurate quoting, order processing, and issue resolution.
• Work closely with Sales leadership to support accounts. 
• Coordinate Activities between HSU’s production planning and customers in an efficient and effective manner.

What you’ll need:

• Associate’s degree in business or related field preferred.
• Minimum 2-5 years of customer service or inside sales experience preferably in a manufacturing setting. 
• Demonstrated achievement in positions with significant customer focus. 
• Ability to build relationships and work well across different levels and functions within the organization.
• Effective & professional oral and written communication skills
• Strong attention to detail, problem solving, and organization
• Ability to prioritize tasks in a rapidly changing environment.
• Proficiency with the Microsoft Office suite of products. 
• Knowledge of ERP system required Microsoft Dynamics a plus.

What will you get in return?

• Excellent benefits package that starts on the first day of the month after you are hired 
• Employee high deductible medical plan free to employees, no monthly premium
• Employee vision coverage free to employees, no monthly premium
• Additional plans and coverage tiers available at highly competitive rates
• Basic life insurance and Short-Term disability provided at no cost to employees
• Additional benefits including Dental, Critical Illness, Long Term Disability
• PTO, Vacation, 12 Paid Company Holidays
• Best in class 401(k) with company match and profit sharing, up to 8% employer contribution