Account Manager | Customer Service Representative

As a Customer Service Representative, you will serve as the primary point of contact for customers, providing quotations, order acknowledgments, and exceptional support to resolve technical issues and answer product-related inquiries. You will collaborate closely with engineering, sales, and operations teams to deliver timely solutions, ensure customer satisfaction, and maintain strong client relationships. This role requires excellent communication skills, and a commitment to providing world-class service.

Responsibilities:

· Provide timely and helpful responses to all electronic or in-person inquiries, quote requests,

order confirmations, and answer customer questions about products, prices, and availability in

accordance with agreed upon SLA’s.

· Utilize business system to process quotes, orders, factory orders, cancellations, provide

tracking requests, shipment method changes, and other transactional changes.

· Project a helpful and confident attitude when working with internal and external customers.

· Report customer complaints, non-conformances, and errors in compliance with Quality

System.

· Ongoing training on business systems, product information, personal, and professional growth.

· Monitor system widgets daily and ensures accurate order entry and processing.

· Responsible for assigned key performance indicators, which include on-time delivery,

percentage above minimum transactions per day, and same-day quote response time.

· Grow product understanding to more efficiently address customer needs.

· Liaise with key teams including sales, accounting and warehouse to effectively process quotes

and orders.

· Maintain customers informed about their order status and potential delays.

Job Requirements/ Skills / Qualifications:

· High School degree or GED required, Two- or four-year degree preferred.

· Similar role 2 years’ experience

· Ability to work independently and as part of a team

· Strong phone presence and experience making calls

· Customer service focus with prompt response time to customer needs

· Strong verbal and written communication skills

· Strong computer skills and prior experience with an ERP database (preferred)

· Excellent organizational skills and attention to detail

· Strong analytical and problem-solving skills

· Ability to act with integrity, professionalism, and confidentiality.

· Proficient in Microsoft business applications (Word, Excel, PowerPoint, and Outlook)

· Demonstrates sense of urgency in addressing internal and external customer needs

· Strong business acumen to identify account growth opportunities for the sales team