Customer Service & Account Manager

Job Summary

The Customer Service & Account Manager is responsible for overseeing advanced Customer Service operations, managing Senior Customer Service Representatives, Account Specialists, and supporting strategic customer and sales-related operational initiatives. This role serves as the primary operational partner to Sales Representatives and internal departments for escalated customer matters, complex projects, high-value accounts, and service recovery situations.

The Customer Service & Account Manager focuses on protecting customer relationships, improving account-level service execution, and ensuring cross-functional coordination across Customer Service, Sales Support, Logistics, and Operations. This role combines leadership, escalation management, and relationship-focused operational support to strengthen customer retention and business continuity.

• Oversee advanced Customer Service activities and complex operational matters
• Manage escalated customer situations and ensure timely resolution
• Support better experience of high-level customers with high business impact (Elite and A customers)
• Ensure customer communication remains professional, proactive, and solution-oriented
• Identify recurring service issues and implement corrective actions
• Develop, review, and modify goals and incentive programs which will motivate employees, encourage teamwork, and produce the most desired results for the company and customers.
• Monitor procedures or implement for standards to increase while ensuring efficiency integration and utilization of resources to meet established goals, metrics, and objectives.
• Act to ensure that there are effective and efficient systems in place of handling complaints and compliments.

• Coach and mentor staff, provide and promote professional growth through staff development and in-service training.
• Monitor workflow prioritization, responsiveness, and service execution quality
• Reinforce accountability and operational consistency within the team
• Effective recruitment efforts to establish and maintain staffing scheduling requirements as well as the company objectives behind world class customer service are met.
• Review individual and group performance goals while conducting formal performance evaluations and coach or take disciplinary action as necessary.
• Prepare and provide weekly accomplishments as well as upcoming week focus point by outlining daily, weekly, and monthly performance, observations, suggestions, trends, and opportunities including budgeting and forecasting.

• Serve as a primary operational support partner for Sales Representatives and Regional Managers
• Assist Sales teams with customer escalations, service recovery, and operational coordination
• Support large projects, strategic customer initiatives, and account follow-up activities
• Coordinate internally to ensure customer expectations and operational capabilities remain aligned
• Provide visibility and communication to Sales regarding customer-impacting operational matters

• Partner closely with Sales Support on pricing clarifications, special orders, and account-related concerns
• Collaborate with Logistics, Warehouse, Purchasing, Credit, and Operations teams to resolve customer-impacting issues
• Support alignment between pre-order and post-order customer experience processes
• Support Customer Service Performance Manager responsibilities upon operation’s needs.
• Other tasks might be assigned upon Business need.

• Support implementation and enforcement of SOPs and service standards
• Identify opportunities to improve customer experience and operational workflows
• Assist leadership with KPI reporting, service trend analysis, and operational planning
• Support customer retention efforts through proactive issue resolution and relationship management

No travel Requirement

This position has supervisory responsibilities.

• Bachelor’s degree preferred in Business, Operations, or related…