Customer Relations & Account Manager

• Location 5414 NE 148th Ave,Portland, OR, 97230,United States
• Base Pay $ - $ / Year
• Other Compensation DOE
• Job Category Supply Chain Solutions, Day Shift
• Industry Standard Business Hours, Flexibility Required
• Employee Type Employee (W2 Exempt - FT)

• Email careers

Relay Resources is an Equal Opportunity Employer that strives to create a diverse workforce and an inclusive culture and believes each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the organization to adjust the work identified.

It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of our endeavors.

Disabled people / people with disabilities and neurodivergent people are strongly encouraged to apply.

Focus on Strengths

Prioritize Informed Action

Communicate Clearly

Champion Disability Inclusion

Build Supportive Relationships

The Customer Relations Manager – SCS is responsible for cultivating and maintaining successful relationships with customers and managing the Supply Chain Solutions Orders team. This role’s focus is effective quality service delivery, standards, and communications regarding active customers’ needs and orders.

• a.Grow and maintain relationships with existing customers, providing timely communication and excellent customer service.
• b.Coordinate onboarding of new customers, including customer expectations, communication plans, implementation timelines, and internal handoffs to ensure a smooth transition from Sales to Operations.
• c.Understand all customer contracts, pricing, and service level agreements to deliver comprehensive service to customers.
• d.Identify opportunities to expand business with our current customers.
• e.Collaborate with the Warehouse and Operations managers to offer additional services to customers.
• f.Serve as the primary point of contact for assigned customer accounts, coordinating internal resources to ensure customer needs are met.
• g.Maintain a thorough understanding of each customer’s business goals, operational requirements, and service expectations.
• h.Manage customer communications related to service updates, process improvements, and operational changes.
• i.Respond to customer calls and emails regarding their item, issue, or concern in a timely and professional manner.
• j.Provide new customer account set up information to the master data custodian.
• k.Train customers on warehouse management and scheduling tools as appropriate.
• l.Monitor customer satisfaction and proactively address concerns to support customer retention.
• m.Conduct periodic business reviews (QBRs or account review meetings) to strengthen relationships, review performance, and identify opportunities for continuous improvement.
• n.Collaborate and work with SCS team to resolve customer concerns promptly.
• o.Successfully document, coordinate, and assure completion of customer service actions or discussions.
• p.Address even the most challenging customer issues with diligence and care while working towards the best possible solutions to resolve the issue and maintain Relay’s commitments, values, and customer relationships.
• a.Supervise, mentor, and support the order entry team.
• b.Order entry to address daily volumes and ensure timely processing of orders.
• c.Effectively manage time and priorities to maintain strong organizational and administrative practices.
• d.Work closely with the warehouse team as the customer advocate.
• e.Collaborate with Relay internal shared services partners including Accounting, IT, People Operations, etc.
• f.In collaboration with the team and department management, develop and maintain
• g.Consistently update and maintain customer interactions in Salesforce.
• a.Create invoices in Nulogy and distribute customer invoices with any needed supporting documentation in a timely manner.
• b.Assist the Finance team with reconciling issues between systems.
• c.Provide input regarding correct…