Innovative Customer Account Rep

Job Title: Customer Account Representative

Department: Customer Success

Location: Liberty Drive Facility, Bloomington, IN

Reports To: TBD

FLSA: Full time/Non-exempt Salary: $45,000 - $47,500 annually POSITION PURPOSE

Turn Customer Needs into Operational Results

This is more than a traditional customer service position. As a Customer Account Representative, you will help connect customer expectations with the teams responsible for delivering results.

You will communicate with customers, maintain operational reports, investigate discrepancies, coordinate open action items, and work across departments to keep commitments moving forward. This is a strong opportunity for someone who enjoys solving problems, working with data, building professional relationships, and developing toward greater account management responsibility.

The right person will be comfortable asking questions, learning new systems, managing competing priorities, and following an issue through to resolution.

What Success Looks Like

During your first 30 days, you will learn our systems, customers, reporting tools, and operational workflows.

By 60 days, you should begin independently completing recurring reports and assigned activities while coordinating effectively with internal departments.

By 90 days, the goal is for you to manage assigned responsibilities with increasing independence, communicate confidently, identify risks early, and recommend practical next steps.

REQUIREMENTS

Job Qualifications

What You Bring

• Strong written and verbal communication skills.
• The ability to organize multiple priorities, deadlines, follow-ups, and open issues.
• Strong attention to detail and a commitment to providing accurate information.
• Experience using Microsoft Excel to maintain reports, trackers, or data.
• Comfort learning the software used to manage customer requests, reporting, orders, and operational activities.
• The ability to define a problem, review available information, and recommend a solution.
• Confidence communicating concerns or recommendations while remaining professional and respectful.
• The ability to work effectively with different departments, work styles, and personalities.
• A willingness to adapt, ask questions, accept feedback, and contribute new ideas.
• An associate degree is preferred but not required when supported by relevant experience.

Experience That Would Help You Stand Out

• Business-to-business customer support
• Account coordination or account management
• Excel reporting, formulas, or Power Query
• Order-management, inventory, ticketing, or reporting systems
• Inventory, returns, claims, shipping, or logistics
• Operational reporting and data investigation
• Process improvement or project coordination
• Serving as the connection between customers and internal operational teams

These qualifications are helpful, but candidates are not expected to have experience in every area. We encourage applicants who have strong transferable skills and are motivated to learn.

DUTIES (included, but not limited to)

What You Will Do

• Provide timely, accurate, and professional customer support through email and phone communication.
• Manage assigned customer activities, reports, trackers, and open action items.
• Use Excel and business systems to review information, refresh reports, and identify issues requiring follow-up.
• Support orders, returns, claims, inventory, shipments, reporting, and special customer projects, including investigating discrepancies through resolution.
• Coordinate with Operations, Quality, Logistics, Finance, IT, and other departments to resolve customer needs.
• Communicate status updates, risks, delays, and next steps clearly to customers and internal teams.
• Maintain accurate documentation and ensure commitments are completed by their deadlines.
• Identify opportunities to improve reports, processes, communication, and the overall customer experience.
• Provide leadership with information and recommendations that support sound business decisions.
• Participate in programs and activities that contribute to a positive, customer-focused company culture.
•  

Work Environment and Physical Requirements

This is primarily a desk-based position involving extended computer use, typing, data review, telephone conversations, and virtual or in-person meetings.

Candidates must be able to:

• See, speak, hear, write, and understand English.
• Read and analyze data and other written information.
• Maintain sustained attention to detail.
• Use a standard keyboard, mouse, computer monitor, telephone, and headset.
• Work additional hours occasionally when needed to support customer or operational demands.

Work Hours

• • 8:00 a.m. – 5:00 p.m. core hours with additional hours as necessary to meet production demands.

This job description is not a contract, express or implied, guaranteeing employment for any specific duration.

**We are not able to sponsor visas for this role at this time**

DISCLAIMER: The above information is intended to describe the general nature of this position and is not to be considered a complete statement of all duties, responsibilities, and requirements.

REQUIREMENTS

Job Qualifications

• Experience in Customer Service or Customer facing role required.
• Associates Degree preferred.
• Proven ability to multi-task and handle dynamic situations.
• Proven ability to work with cross-functional teams and varying personalities.
• Effective verbal and written communication skills, including proficiency with typing.
• Must possess strong organizational skills and be detail oriented.
• Proficient in Microsoft applications (Word, Excel, Power Point. Project, etc.).
• Proven ability to define issues, analyze problems, and evaluate alternatives.
• Capacity to make sound, reliable, and independent conclusions and recommendations.
• Exhibits confidence and assertiveness along with humility and grace.
• Experience maintaining polite and professional demeanor in the face of adversity.
• Should be adaptive to change and readily able to contribute new ideas.

DUTIES (included, but not limited to)

· Communicate with customers via email and phone to provide timely, accurate, and professional responses in an efficient and effective manner.

· Responsible for appropriate and competent planning, coordination and completion of a certain volume and variety of activities to ensure that objectives are met to provide the best possible customer experience.

· Participates in developing, implementing, and evaluating company programs, systems, and procedures to achieve goals and maintain performance metrics consistent with quality and service expectations

· Serve as liaison with other departments and divisions to accomplish smooth administrative operations on behalf of their division/program.

· Provides day-to-day inputs to leadership to ensure a high performance, customer service-oriented work environment which supports achieving objectives and service expectations.

· Participates in programs and activities that promote a positive company culture.

· Performs and/or coordinates the completion of special projects as assigned.

PHYSICAL REQUIREMENTS

• Ability to see, speak, hear, write, and understand English.
• Ability to read and analyze data and other written information.
• Sustained attention to detail and reliance on good hand-to-eye coordination.
• Desk-based position with heavy emphasis on viewing computer monitor, typing on a standard keyboard, using a mouse, and speaking/listening via headset.
•  

Work Hours

• • 8:00 a.m. – 5:00 p.m. core hours with additional hours as necessary to meet production demands.

This job description is not a contract, express or implied, guaranteeing employment for any specific duration.

**We are not able to sponsor visas for this role at this time**

     DISCLAIMER:  The above information is intended to describe the general nature of this

     position and is not to be considered a complete statement of all duties, responsibilities,

     and requirements.   

Salary : $45,000 - $47,500