Customer Service Account Manager

Your role as a Customer Account Manager is to help businesses be successful using our products. A key part of your role is to serve as a trusted advisor to potential, new and existing accounts assigned to you. You will serve as a liaison for RLG’s top clients to ensure overall customer satisfaction. This person reports to the Manager, Customer Service.

Essential Job Functions And Responsibilities

• Develop and sustain solid relationships with key clients by being their champion and advocating for their needs. Addressing and resolving key clients’ complaints, issues, concerns
• Expand current customer accounts through ongoing relationship development
• Liaise with internal teams to ensure resolution of customer needs and issues are addressed in a timely and satisfactory manner (Production, QA, Scheduling, Finance). You are the main point of contact between key clients and internal teams.
• Communicate and collaborate with all necessary stakeholders.
• Maintain a strong understanding of the industry and client needs. Maintain complete organization knowledge and product familiarity.
• Drive key output performance KPIs that impact the client.
• Create and update internal tracking and reporting systems daily to maintain accurate KPI’s. Compiling reports on account progress, goals, forecasts.
• Ensure the integrity of quality of products shipped, on time delivery, costing, invoicing.
• Mitigate churn and ensure brand standards are met.
• Participate in and/or lead client meetings on a regular interval (weekly, monthly, quarterly basis) on performance, relationship building on time delivery, etc.
• Understand customer goals and remain alert and responsible to changing customer needs.
• Demonstrate knowledge of market data and access to resources to quickly respond to new developments in the client’s business.
  
  

Key Characteristics We Are Looking For

• Communication: Effectively communicates with internal teams as well as with clients directly to deliver customer expectations. Strong written and verbal communication with a positive attitude.
• Customer Focus: Acts as business partner, building trust and confidence with key clients; can effectively participate in business reviews, providing honest and professional input; actively listens to the customer and develop a true understanding of their needs.
• Teamwork and Collaboration: – At RLG, we know that all our actions touch the customer experience. We deliver as one team, proactively offering support to our team members to contribute to RLG’s continuously improving service model.
• Change Management: Comfortable with and embraces change; Identifies opportunities for improvement and provides input into our roadmap to elevate the customer experience.
• Initiative: Proactive and an opportunistic self-starter that can work independently; serves as leader in accomplishing tasks and completing projects; initiates processes that contribute to speed and ease of doing business with RLG.
• Adaptability and Multi-tasking: Strong organizational skills and attention to detail, with the ability to multitask; effectively manages complex customer bases and serves as mentor within team, assisting lesser experienced reps with escalated issues and workload management.
• Problem Solving: Solution-oriented mind set, guiding and coaching others to resolution and root cause analysis to prevent future issues.
  
  

Qualifications And Experience

• Minimum 3-5 years’ experience in Customer Service and/or Sales, preferably in a manufacturing environment
• Quick learner who will dive headfirst into the product and team environments to understand intricacies
• Strong desire to provide the ultimate Customer Experience.
• Strong sense of urgency and the ability to multitask.
• Ability to meet strict internal and external timelines & milestones.
• Ability to effectively provide, receive and respond positively to constructive feedback.
• Ability to produce professional documents, including spreadsheets, correspondence, and email.
• Strong communication skills, both written and verbal, applicable in a corporate environment.