Key Account Customer Service Representative

Location: Northeast Ohio

Department: Customer Care / Sales Support

Reports To: Customer Care Manager or Director of Sales Operations

Position Summary

The Key Account Customer Service Representative serves as the primary day-to-day contact for assigned strategic customer accounts. This position is responsible for managing customer communication, processing orders, coordinating internally across departments, and ensuring a high level of service and responsiveness.

The ideal candidate is detail-oriented, organized, and capable of building strong relationships with customers while supporting sales, manufacturing, scheduling, and logistics functions in a fast-paced manufacturing environment.

Primary Responsibilities

Account Management & Customer Support

Serve as the primary customer service contact for assigned key accounts.

Build and maintain strong professional relationships with customers, purchasing teams, and internal stakeholders.

Respond promptly to customer inquiries regarding orders, pricing, lead times, shipments, inventory, and product information.

Coordinate customer requests and communicate updates proactively.

Manage customer expectations while maintaining a high level of professionalism and responsiveness.

Order Processing & Coordination

Enter and process customer orders accurately within ERP or order management systems.

Review purchase orders for accuracy, pricing, delivery requirements, and special instructions.

Monitor order status from entry through shipment and delivery.

Coordinate internally with production, scheduling, engineering, quality, shipping, and sales teams to ensure on-time delivery and customer satisfaction.

Assist with resolving order discrepancies, shortages, returns, and customer concerns.

Sales & Operational Support

Support outside sales representatives and business development initiatives.

Prepare customer reports, order status updates, and account documentation as needed.

Assist with forecasting information, inventory coordination, and customer demand planning.

Help identify opportunities to improve customer service processes and operational efficiency.

Participate in customer meetings, conference calls, and account reviews when required.

Relationship & Performance Management

Maintain accurate customer records, communications, and account activity.

Monitor service levels and help ensure customer performance expectations are met.

Escalate significant customer issues or risks to management appropriately.

Support long-term customer retention through consistent service and communication.

Qualifications

Associate or bachelor’s degree preferred; equivalent experience considered.

3 years of customer service, account management, or sales support experience, preferably in a manufacturing or B2B environment.

Strong communication and interpersonal skills.

Excellent organizational skills and attention to detail.

Ability to manage multiple priorities and deadlines simultaneously.

Proficiency in Microsoft Office applications and ERP systems.

Strong problem-solving and follow-through abilities.

Ability to work effectively across multiple departments and teams.

Preferred Experience

Manufacturing, OEM, or industrial customer support experience.

Experience with ERP/order management systems.

Understanding of production scheduling, logistics, and supply chain coordination.

Experience supporting strategic or national accounts.

Key Competencies

Customer Focus

Communication Skills

Organization & Time Management

Problem Solving

Team Collaboration

Accountability

Attention to Detail

Professionalism

Compensation & Benefits

Competitive salary based on experience

Health, dental, and vision insurance

401(k) with company match

Paid vacation and holidays

Career growth opportunities within a growing manufacturing organization

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remove dental and vision care

Key Account Customer Service Representative

Location: Northeast Ohio

Department: Customer Care / Sales Support

Reports To: Customer Care Manager or Director of Sales Operations

Position Summary

The Key Account Customer Service Representative serves as the primary day-to-day contact for assigned strategic customer accounts. This position is responsible for managing customer communication, processing orders, coordinating internally across departments, and ensuring a high level of service and responsiveness.

The ideal candidate is detail-oriented, organized, and capable of building strong relationships with customers while supporting sales, manufacturing, scheduling, and logistics functions in a fast-paced manufacturing environment.

Primary Responsibilities

Account Management & Customer Support

Serve as the primary customer service contact for assigned key accounts.

Build and maintain strong professional relationships with customers, purchasing teams, and internal stakeholders.

Respond promptly to customer inquiries regarding orders, pricing, lead times, shipments, inventory, and product information.

Coordinate customer requests and communicate updates proactively.

Manage customer expectations while maintaining a high level of professionalism and responsiveness.

Order Processing & Coordination

Enter and process customer orders accurately within ERP or order management systems.

Review purchase orders for accuracy, pricing, delivery requirements, and special instructions.

Monitor order status from entry through shipment and delivery.

Coordinate internally with production, scheduling, engineering, quality, shipping, and sales teams to ensure on-time delivery and customer satisfaction.

Assist with resolving order discrepancies, shortages, returns, and customer concerns.

Sales & Operational Support

Support outside sales representatives and business development initiatives.

Prepare customer reports, order status updates, and account documentation as needed.

Assist with forecasting information, inventory coordination, and customer demand planning.

Help identify opportunities to improve customer service processes and operational efficiency.

Participate in customer meetings, conference calls, and account reviews when required.

Relationship & Performance Management

Maintain accurate customer records, communications, and account activity.

Monitor service levels and help ensure customer performance expectations are met.

Escalate significant customer issues or risks to management appropriately.

Support long-term customer retention through consistent service and communication.

Qualifications

Associate or bachelor’s degree preferred; equivalent experience considered.

3 years of customer service, account management, or sales support experience, preferably in a manufacturing or B2B environment.

Strong communication and interpersonal skills.

Excellent organizational skills and attention to detail.

Ability to manage multiple priorities and deadlines simultaneously.

Proficiency in Microsoft Office applications and ERP systems.

Strong problem-solving and follow-through abilities.

Ability to work effectively across multiple departments and teams.

Preferred Experience

Manufacturing, OEM, or industrial customer support experience.

Experience with ERP/order management systems.

Understanding of production scheduling, logistics, and supply chain coordination.

Experience supporting strategic or national accounts.

Key Competencies

Customer Focus

Communication Skills

Organization & Time Management

Problem Solving

Team Collaboration

Accountability

Attention to Detail

Professionalism

Compensation & Benefits

Competitive salary based on experience

Health insurance

401(k) with company match

Paid vacation and holidays

Career growth opportunities within a growing manufacturing organization