What are the responsibilities and job description for the Priority Accounts Manager position at Mazzella Companies?
The Priority Account Services Team Manager will lead and coordinate the team to deliver consistent, high-quality support for Mazzella’s priority customers. This role is responsible for overseeing daily workflow, ensuring service level performance, supporting complex customer needs, and driving accountability across the team.
The Team Manager serves as both a working leader and escalation point—balancing direct customer support with team coordination, process discipline, and cross-functional alignment to ensure accurate and reliable execution.
Key Responsibilities
- Ensure the team delivers high confidence, professional experience across all customer interactions
- Support resolution of complex, high-impact customer issues and escalations
- Reinforce consistency in how customer-specific requirements and expectations are executed
- Build trust with key customers through responsiveness, ownership, and follow-through
- Manage team workload, priorities, and daily task distribution across multiple service segments
- Monitor service levels, turnaround times, and backlog to ensure performance expectations are met
- Ensure accuracy in order processing, pricing validation, and portal execution
- Identify and address performance gaps, errors, or inefficiencies
- Coordinate with sales, contracts, compliance, operations, and production to align on customer needs
- Partner with leadership to support account retention, growth, and service strategy
- Communicate trends, risks, and opportunities impacting customer experience or execution
- Support high-level customer interactions when needed, particularly for escalations or sensitive situations
- Ensure consistent communication standards across the team
- Ensure team follow-up on quotes, orders, portal activity, and open issues
- Monitor SLA adherence and customer commitments
- Track recurring issues and ensure resolution
- Provide day-to-day guidance, coaching, and support to team members
- Assist in onboarding and training of new team members
- Reinforce accountability, ownership, and attention to detail
- Promote cross-training to build team flexibility and coverage
- Identify process gaps and implement improvements to increase efficiency and accuracy
- Support development and adherence to standard operating procedures (SOPs)
- Drive consistency while maintaining flexibility for customer-specific requirements
- Maintain strong understanding of systems, products, and customer requirements
- Support team in navigating ERP, CRM, and portal systems effectively
- Other duties, as assigned.
Education
A high school diploma or GED is required; an undergraduate degree or relevant technical training is preferred
Required Qualifications
- 5 years of experience in customer service, inside sales, or account support in an industrial/B2B environment
- Demonstrated ability to manage complex customer requirements and workflows
- Prior experience leading, mentoring, or coordinating team members
- Strong organizational, communication, and problem-solving skills
- High attention to detail and process discipline
Preferred Qualifications
- Experience supporting national accounts, contract pricing, or portal-based customers
- Experience with ERP/CRM systems and process standardization
- Background in industrial distribution, manufacturing, or metals
Mazzella is a family owned company that puts people first. With over 800 employees and 30 locations we are the humble leaders in the industry. We offer market competitive compensation and a wide range of benefits, including paid time off, affordable and comprehensive health insurance, dental, vision, 401(k) with company match, life insurance, and disability insurance.
Why Team Members join Mazzella:
- Team-oriented environment
- A real Work life/ Home life balance
- Growth and Development Opportunities including a Lifelong Learning Career Path
- Humble, Hungry, Smart Culture
- Market Competitive Salaries
- Free Virtual Doctor visits with $0 copay (Teledoc)
- Tuition Reimbursement
Mazzella Core Values:
Safe - personal commitment to all stakeholder’s well-being; purposeful control of risk
Lifelong Learner – routinely acquire new skills and capabilities that bring value
Humble – lack excessive ego or concerns about status; emphasize the Team over self
Hungry – always looking for more, self-motivated, and diligent; do more than to just get by, committed
Smart – common sense about people, good judgement, and intuition around their impact on group dynamics
EOE/Drug Free Workplace