Customer Account Representative

Responsibilities

• The Customer Account Representative (CAR) is responsible for building and maintaining successful relationships with key business accounts.
• Enter orders which requires a basic understanding of product and stocking locations by customer – Accuracy is key.
• Resolve e‑mail and phone inquiries regarding Order Status, Product and Pricing for Customers and Sales.
• Expedite orders, working with various internal departments to ensure product availability and timely shipment.
• Initiate debits/credits resulting from customer feedback; this involves researching and understanding the problem and taking appropriate action; follow‑up on Return Good Authorizations.
• Log all Quality Issues.
• Work with various internal departments on customer issues and needs (Billing, Credit, Shipping, Planning, Purchasing, etc.).
• Partner with sales reps to act as a true Fenestration Solutions Expert.
• Work with Engineering and other departments to set up new item numbers or customer cross‑references.
• Ensure all customer profiles are accurate and up to date.
• Knowledge of International shipping requirements, including Commercial Invoices and Incoterms:
  Communicate with customers and freight forwarders to ensure prompt payment, order processing and shipping.

• Minimum 2-5 years’ customer service experience in the distribution/manufacturing industry or in a similar field.
• Analytical, with high attention to detail.
• Ability to work with an ERP System, IFS experience is a plus.
• Good organizational skills; ability to use dual monitors and function simultaneously in multiple systems.
• Reliability – consistently adheres to scheduled times for breaks, lunch, etc.
• Ability to change work schedule to accommodate other team members.
• Teamwork – works well with other members of the department as well as others in the company.
• Ability to be resourceful and flexible as conditions change or while encountering obstacles.
• Good working knowledge of Microsoft Excel.
• Must be able to type a minimum of 40-50 wpm with very high accuracy.