Account Representative

Overview

RahrBSG is looking for an Account Representative in Shakopee, MN. The Account Representative acts as the primary liaison between the company and our valued customers. Key responsibilities include providing customer support and account management, addressing inquiries, researching concerns, escalating as needed, managing complex order fulfillment processes, and maintaining expert knowledge about company products or services to ensure customer support standards are continuously met.

The role is dedicated to fostering strong customer relationships, ensuring customer satisfaction, and driving business growth through exceptional service and strategic account management.

• Handles daily customer service needs for designated customer accounts to ensure customer retention and company standards and metrics are consistently met. Ensures customer and product knowledge is leveraged to provide tailored solutions that support the customer’s needs.
• Develops and maintains strong, long-term relationships with customers, serving as their primary point of contact. Regularly reviews customer accounts to identify opportunities to best serve their needs.
• Conducts thorough research into customer concerns, effectively resolving issues or escalating them to the appropriate departments as necessary. Processes customer account adjustments and troubleshoots solutions. Ensures timely and satisfactory resolution of all customer issues.
• Processes and manages complex customer orders to ensure company accuracy, productivity, and efficiency standards are met.
• Maintains and updates customer-related information systems to ensure that the company has accurate records and collects and accesses appropriate information relevant to a customer inquiry.
• Completes research to verify freight rates and coordinates deliveries with carriers.
• Provides reliable follow-through to all customers while handling a variety of issues including the creation of service tickets.
• Works cross-functionally with various departments to coordinate order fulfillment and develop solutions that meet the needs of the customers. Monitors order status and provides updates to customers as needed.
• Communicates daily with sales and distribution center staff to enable all groups to create a positive customer experience by staying informed.
• Engages in regular training and self-development to hone professional skills over time.
• Continually develops product, company, and beverage production knowledge through company-developed training and self-study opportunities.
• Acts as a resource for resolving customer issues while operating within the company’s standard operating procedures.
• Meets and exceeds performance targets and KPIs related to customer satisfaction and service delivery.
• Provides support across various territories as needed, adapting to operational requirements and ensuring consistent customer coverage.
• Acts as a positive and professional company advocate with internal and external stakeholders.
• Performs additional duties as requested which support, assist, and enhance Customer Service and Sales Department objectives.

• High school degree or equivalent required.
• 1+ years of experience in a customer service or related role.
• Strong computer knowledge/proficiency in Microsoft Office, and advanced Excel skills preferred. Microsoft Dynamics and Salesforce Service Cloud experience a plus.
• Knowledge of and experience with homebrewing/home fermentation and/or beer industry experience or knowledge is preferred.

• Comprehensive understanding of customer service practices, including handling complaints, providing information, and ensuring customer satisfaction.
• In-depth knowledge of the company’s products and services to provide accurate and helpful information to customers. Demonstrated ability to learn quickly and translate knowledge into tailored solutions.
• Exceptional verbal and written communication skills to clearly and effectively interact with internal and external customers.
• Excellent customer service, negotiation, and interpersonal skills, with the ability to recognize and support the specific…