Customer Account Representative

Customer Account Representative
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Customer Care Specialist - Manufacturing

Job Duties and Responsibilities:

  • Respond promptly and professionally to incoming telephone calls and emails from Customers and Market Sales Reps.
  • Responsible for account management for all assigned customers.
  • Assist with reviewing assigned customer orders, requests and concerns and handle appropriately.
  • Assist in entering orders and warranties, as needed.
  • Research items; provide information and answers to customer’s questions.
  • Proactively communicate to assigned customers through outbound projects (webinars, training, promotions, market calls).
  • Develop knowledge of product and services effectively and be able to convey information to customers.
  • Provide timely resolutions to customers at all times.
  • Understand and adhere to all established processes and policies.
  • Monitor and track all open and pending orders of assigned customers.
  • Document all daily activity in CRM database to track calls and emails to customers.
  • Manage all outsourced product for assigned customers.
  • Process credit memos.
  • Communicate with factory representatives in a clear and professional manner.
  • Complete, scan and file necessary paperwork.
  • Audit orders to ensure compliance.

Required Knowledge, Skills & Abilities

  • Ability to maintain an exceptional customer service attitude at all times.
  • Proficient computer skills, including Microsoft Word and Excel.
  • Ability to meet deadlines and department expectations.
  • Results oriented while maintaining attention to detail.
  • Ability to follow processes and directions while demonstrating a willingness to learn.
  • Strong verbal, written and organizational skills.
  • Ability to solve problems in high stress, fast-paced environment.
  • Strong negotiation and people skills required.
  • Teamwork skills.

Job Qualifications and Education

  • Some cabinet experience preferred but not required.
  • Previous work-related skill, knowledge and experience are required.
  • Demonstrated skills in organization, planning, prioritization and time management.
Physical Requirements and Working Conditions

Able to walk up stairs. Ability to work flexible schedule, including some evenings and weekends. Employee is subject to outside environmental conditions occasionally; inside conditions frequently, with protection from weather conditions but not necessarily from temperature change.


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