Sales Representative

Job Title:

Account Management/Sales Representative

Job Description

This Sales Representative role focuses on leading an account management function for key customers, ensuring smooth order fulfillment and high customer satisfaction. The position blends operational oversight, backlog management, and continuous improvement to maintain agreed customer service levels and standards. The role requires a strong commitment to ethical conduct, regulatory compliance, and effective coordination across internal teams to support quality customer service delivery.

Responsibilities

+ Manage the order backlog for all customers within the business unit, including reviewing monthly open order reports, forecasting bookings, and ensuring timely order deliveries.

+ Ensure all business activities comply with applicable laws, regulations, and internal policies.

+ Promote ethical behavior by consistently acting with honesty and integrity in all customer and internal interactions.

+ Oversee the achievement and maintenance of agreed customer service levels and standards for key accounts.

+ Plan, prioritize, and delegate work tasks to support the proper functioning of the customer service and inside sales department.

+ Ensure the necessary resources, tools, and systems are available to deliver high-quality customer service.

+ Review customer complaints in a timely manner and ensure appropriate follow-up actions.

+ Track the progress and resolution of customer complaints to ensure issues are fully addressed.

+ Handle complex and escalated customer service issues, providing solutions that balance customer needs and business requirements.

+ Identify and implement strategies to improve service quality, productivity, and profitability across the account management function.

+ Identify staff training and coaching needs and support the development of team members to enhance performance and customer experience.

+ Perform customer-facing and internal administrative duties as required to support overall department operations.

+ Prepare and complete a monthly report summarizing customer service performance, inside sales activities, and account management outcomes.

Essential Skills

+ Bachelor's degree or equivalent work experience.

+ 2-3 years of experience in customer service, preferably in a role involving account management or inside sales.

+ Proven ability to manage order backlogs, including reviewing open order reports and coordinating order fulfillment.

+ Experience forecasting bookings and monitoring order deliveries to meet customer expectations.

+ Strong understanding of customer service standards and the ability to oversee and maintain agreed service levels.

+ Demonstrated ability to handle complex and escalated customer service issues with sound judgment.

+ Ability to identify and implement process improvements to enhance service quality, productivity, and profitability.

+ Experience planning, prioritizing, and delegating work within a team environment.

+ Strong communication skills for reviewing, tracking, and resolving customer complaints.

+ Commitment to ethical conduct, honesty, integrity, and compliance with applicable laws and regulations.

Additional

Skills & Qualifications

+ Experience in inside sales or account management for key customers.

+ Background in leading or supporting a customer service function within a business unit.

+ Ability to assess staff training needs and provide coaching to improve performance.

+ Strong organizational skills to manage multiple customer accounts and internal tasks.

+ Comfort working in a role that blends operational oversight with customer satisfaction management and continuous improvement.

+ Capability to prepare clear and concise monthly reports on customer service and inside sales activities.

Work Environment

This role is fully onsite in Painesville, OH. The position requires the ability to sit or stand for extended periods of time, with occasional standing, walking, bending, or reaching as duties require. The environment centers on a customer service and inside sales setting, where the Sales Representative works closely with internal teams and key customers to support order fulfillment and maintain high…