Customer Account Manager

Customer Account Representative

This role focuses on building and maintaining strong customer relationships while ensuring their needs and expectations are consistently met. You will support customers throughout the order lifecycle, resolve issues, and collaborate closely with the outside sales team and cross-functional departments worldwide. This position offers the opportunity to work on impactful projects, contribute to continuous improvement, and play a key role in driving success for both the organization and its customers.

• Address and resolve customer inquiries, complaints, and issues in a timely and effective manner by partnering cross-functionally with other departments.
• Provide accurate and relevant information and recommendations to customers and Territory Sales Managers on products and product parameters.
• Anticipate customer needs, identify potential issues, and develop solutions to improve overall service levels.
• Troubleshoot and resolve customer service issues to ensure a positive customer experience.
• Oversee the processing of customer orders from entry through completion, including managing changes and adjustments to ensure accurate and timely delivery.
• Partner with the sales team to identify opportunities for process improvement and enhanced customer satisfaction.
• Monitor customer satisfaction levels, key performance indicators, and service level agreements to ensure targets are met.
• Address customer concerns professionally and escalate issues when appropriate to ensure timely resolution.
• Log customer interactions, complaints, and resolutions into the CRM system to maintain accurate and up-to-date records.
• Collaborate with Customer Account Managers and their supervisors to align on account strategies and service priorities.
• Manage competing priorities and deadlines in a fast-paced environment while maintaining a high level of accuracy and attention to detail.

• Proven customer service experience supporting external or internal customers.
• Experience adhering to service and delivery deadlines in a fast-paced environment.
• Demonstrated ability to manage competing priorities while maintaining accuracy and quality.
• Experience working in both CRM and ERP systems.
• Strong verbal and written communication skills.
• Strong problem-solving skills with the ability to identify issues and implement effective solutions.
• Ability to multi-task and manage time effectively.
• High attention to detail and accuracy in order entry and documentation.
• Comfort using Microsoft Office applications for daily tasks and communication.
• Customer service orientation with a focus on building strong relationships and delivering high-quality support.
• Experience in order entry, order processing, or inside sales support.
• Ability to work effectively with deadlines in a fast-paced environment.

• Bachelor's degree is preferred.
• Experience working with Salesforce CRM.
• Experience working with INFOR M3 or similar ERP systems.
• Advanced analytical skills, including the ability to prepare and analyze databases and spreadsheets to support business decisions and recommendations to leadership.
• Experience in account management or inside sales environments.
• Comfort collaborating with Territory Sales Managers and cross-functional teams.
• Strong organizational skills and the ability to document customer interactions clearly and accurately.

Job Type &

Location:

This is a Contract to Hire position based out of Auburn Hills, MI.

Pay and Benefits:

The pay range for this position is $26.00 - $30.00/hr individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity,…