What are the responsibilities and job description for the Customer Account Representative position at Otter Tail Corporation?
Key Responsibilities
- Serve as the primary day-to-day contact for assigned customers, ensuring timely and accurate order fulfillment.
- Monitor and manage the shared Customer Service email inbox to ensure prompt and professional responses to inquiries.
- Enter new orders with strong attention to detail, verify pricing and collaborate with Sales to resolve discrepancies. Review co-workers’ entries when needed to ensure 100% accuracy.
- Proactively communicate order status updates, delays, or changes to customers to ensure transparency and trust.
- Identify opportunities to improve truckload efficiency by recommending alternative or additional products based on customer needs and assist in configuring truckloads to maximize space utilization and delivery efficiency.
- Assist Sales in preparing quotes and helps to manage opportunities in CRM. Support price validation for select orders.
- Maintain and update customer data, order history, and communication records in Business Central, CRM or Customer portal.
- Process Returned Material Authorizations (RMAs) and credit requests related to returns, damaged goods, or mis-shipped products, ensuring timely resolution and accurate documentation.
- Build strong relationships with customers by understanding their needs and proactively addressing issues or opportunities.
- Monitor order status and communicate updates or delays to customers and internal teams.
- Work with Sales and Customers to keep requested shipping dates updated in Business Central. Ensure back-ordered sales orders are monitored and not past due.
- Manage incoming customer certification requests and ensure timely, accurate delivery.
- Generate and maintain specialized reports for contract manufacturing customers (e.g., UGSI monthly reporting) to support account management and ensure accurate, timely data sharing.
- Identify and document recurring customer needs or service patterns to improve efficiency and satisfaction.
- Support the Sales team by preparing customer insights, order trends, and fulfillment metrics.
- Work closely with Sales, Operations, Traffic and Yard teams to ensure alignment of customer expectations and delivery timelines.
- Serve as a backup for select Traffic department responsibilities, such as managing the Wylie scheduling portal and coordinating shipment logistics, as needed.
- Serve as backup for NPP’s main phone lines when the Receptionist is unavailable, ensuring prompt and professional handling of incoming calls.
- Participate in team meetings and contribute to continuous improvement initiatives.
- Maintain awareness of safety protocols and ensure customer-related activities align with NPP’s safety standards.
- Performs other duties as assigned.
Qualifications
Education:
HS Diploma required. Associates or bachelor’s degree in business, Marketing, or other relevant filed preferred.
Experience:
Minimum 4-6 years of experience in customer service, order fulfillment, or sales support.
Skills & Abilities:
- Strong communication and relationship-building skills
- Proficiency with ERP, CRM systems and Microsoft Office tools
- High attention to detail and organizational skills
- Ability to manage multiple priorities in a fast-paced environment
- Collaborative mindset with a proactive approach to problem-solving
- Familiarity with logistics, scheduling, or yard operations