Customer Service Account Manager

Description:

Our client in Inwood is looking for a Customer Service Account Manager to join their team working in the commercial ordering and distribution space.

Salary/Hourly Rate:

$65,000 – $75,000 DOE

Position overview:

As a Customer Service Account Manager, you are the primary point of contact for distributors and customers supporting all brands within our market segments. You will work daily cross functionally with sales, finance, and fulfillment teams. The Customer Service Account Manager’s primary focus is to maintain ownership of all sales orders within a specified territory from order entry through to shipping and post-sale management.

Responsibilities of the Customer Service Account Manager:

• Act as the main liaison for all clients in your region, establishing and nurturing sustainable strategic relationships with the Sales Team, clients, and within departments
• Accurately input and manage comprehensive sales orders in Epicor, covering machines, parts, and ancillaries, pricing, unique sales deals, addresses, territory, instruction, order category, quantity, etc. This involves communicating with customers about incomplete information or inconsistencies in their purchase orders
• Team up with financial and accounting departments to ensure timely release of orders
• Cooperate with clients to grasp their schedules, requirements, and delivery necessities for appropriate order management
• Guarantee prompt dispatch of customer orders by collaborating efficiently with the Fulfillment and Operations Teams
• Detect and proactively manage potential dispatch delays
• Organize dock schedules with Operations team and obtain BOLs once confirmed
• Assist customers in resolving delivery difficulties such as, damages, missing or incorrect parts dispatched
• Deliver weekly reports on outstanding orders to customers and Regional Business Development Managers
• Provide shipping quotes, stock availability, and order status updates as required
• Manage credits, debits, and return merchandise authorizations as assigned. Pinpoint the core problems and propose feasible solutions for enhancing our efficiency, accuracy, current sales aid processes, and customer relationships
• Handle sales calls and offer assistance to customers or direct to the relevant department for help
• Uphold all standards as per the Customer Care service agreements
• Carry out other tasks as directed by the leadership team

Qualifications for the Customer Service Account Manager:

• Possess at least 3 years of professional experience in Sales Support, Account Management or Order Processing
• Capable of working independently with minimal supervision
• Have a positive and proactive approach toward collaboration with internal departments
• Possess exceptional verbal and written communication skills
• Capable of managing priorities in a high-pressure environment
• Willingness to learn new systems and processes
• Proficient in MS Office
• Previous experience in sales or logistics is a plus
• Multilingual capabilities preferred but not essential

Education Requirements:

• Bachelor’s degree is preferred

Benefits:

• Client provided benefits, upon eligibility