Customer Account Manager

Customer Account Representative

The Customer Account Representative maintains strong relationships with customers by ensuring their needs and expectations are consistently met. In this role, you support customers with their orders, resolve issues, and partner closely with the outside sales team to effectively manage accounts. You will work on impactful projects, collaborating with cross-functional teams across the organization to drive success for both the company and its customers.

Responsibilities

• Address and resolve customer inquiries, complaints, and issues in a timely and effective manner by partnering cross-functionally with other departments.
• Provide accurate information and recommendations to customers and Territory Sales Managers on products and product parameters.
• Anticipate customer needs, identify potential issues, and develop solutions that improve service levels and overall customer satisfaction.
• Troubleshoot and resolve customer service issues, ensuring clear communication and follow-through on resolutions.
• Oversee the processing of customer orders from entry through delivery, managing changes and adjustments to ensure accurate and timely fulfillment.
• Partner with the sales team to identify opportunities for process improvements and enhanced customer experience throughout the order and account management lifecycle.
• Monitor customer satisfaction levels, key performance indicators, and service level agreements to ensure that performance targets are met.
• Address customer concerns promptly and escalate issues to the appropriate stakeholders when necessary.
• Log customer interactions, complaints, and resolutions accurately and consistently in the CRM system.
• Collaborate with Customer Account Managers and supervisors to share insights, align on account strategies, and support business growth.

Essential Skills

• Proven customer service experience in a professional environment.
• Experience adhering to service and delivery deadlines while maintaining high-quality standards.
• Experience managing competing priorities in a fast-paced environment.
• Experience working with both CRM and ERP systems.
• Strong written and verbal communication skills.
• Demonstrated problem-solving skills and the ability to multi-task effectively.
• Strong time management skills with the ability to work to deadlines.
• High attention to detail and accuracy in order entry and documentation.
• Customer service orientation with a focus on building and maintaining strong relationships.
• Proficiency with Microsoft Office applications.
• Experience in order entry, order processing, and inside or sales support.
• Account management experience or exposure to supporting account managers.

Additional Skills & Qualifications

• Bachelors 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 provide recommendations to leadership.
• Ability to communicate effectively with cross-functional teams, including sales and operations.
• Strong problem-solving examples demonstrating initiative and ownership.
• Comfort working in a large, growing organization with opportunities for internal advancement.

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, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)