Account Support Manager

Job Summary

Under general direction, this role oversees the day-to-day operations of the Customer Service Department and ensures timely, efficient, and accurate support to customers, sales representatives, and internal departments. This leader manages a team responsible for order processing, customer communication, administrative support, and coordination of sales-related activities.

The Customer Service Manager is accountable for workflow accuracy, team performance, service quality, and maintaining strong internal communication channels. This position also handles customer service responsibilities for 1–2 mid-level salespersons and supports the Georgia Division’s order-processing function.

Duties / Responsibilities

This job description reflects management’s assignment of essential functions and is subject to change.

Team Leadership & Department Oversight

• Supervise, train, coach, and develop a team of 6–8 Customer Service Representatives.
• Manage daily workload distribution, service priorities, and workflow accuracy.
• Ensure the department maintains strong communication and teamwork with sales, warehousing, credit, and corporate administration.
• Improve customer service quality, processes, and performance metrics.

Customer Service & Order Management

• Process all customer orders and related data in the system; track and follow up on orders and updates as needed.
• Enter warehouse orders and drop-ship orders accurately and promptly.
• Demonstrate accuracy, thoroughness, and timeliness in order entry and follow-through.
• Handle customer complaints, billing questions, and service concerns professionally.
• Manage high call volume with excellent phone etiquette and customer-facing communication skills.

Cross-Department Communication

• Liaison between Customer Service, Sales, and Corporate Administration, ensuring timely and accurate information sharing.
• Coordinate the flow of information between customer service, customers, sales representatives, and other internal departments.
• Assist salespersons with customer callbacks, order status, and product research.

Administrative Support

• Support administrative functions including filing, copying, records maintenance, word processing, mail distribution, and office supply management.
• Approves customer credits/returns
• Provide support to other Account Service Executives as needed.

Compliance & Training

• Complete all required continuous learning, including safety, compliance, and job-specific training.
• Perform other duties as assigned by the Supervisor.

Required Skills / Abilities

• Proven ability to supervise, mentor, and manage a customer service team.
• Strong organization, accuracy, and follow-through, especially under competing deadlines.
• High energy, self-directed, analytical, and capable of problem solving.
• Excellent communication, diplomacy, and interpersonal skills with customers, vendors, and internal staff.
• Strong Microsoft Office skills (Word, Excel, PowerPoint, Access) and experience with ERP systems.
• Packaging industry experience beneficial.

Education & Experience

• High school diploma or GED required; associate or bachelor’s degree preferred.
• Minimum 4–5 years of experience in customer service, operations, or sales support roles.