National Accounts Customer Service Representative

Job Description

The National Accounts Customer Service Representative supports a defined national customer base by owning cases end-to-end within a single customer and system structure. This role is responsible for dispatch coordination, order and billing processing, dealer assignment, and case resolution while ensuring accuracy across multiple systems.

Responsibilities:

• Owns cases from initiation through closure for assigned national account customers on a high-volume basis.
• Dispatch service requests to schedule salt deliveries.
• Accept and process work orders in accordance with established procedures.
• Assign accounts to the appropriate Culligan dealer based on territory and service needs.
• Enter, update, and maintain accurate case information in Salesforce.
• Communicate requests via email and phone with internal teams, dealers, and customers.
• Proactively follow up on ETAs and assigned tasks to ensure timely completion.
• Confirm work completion with dealers and customers.
• Close cases once all services, billing, and documentation are complete.
• Process billing in SAP, Ariba, and Corrigo systems.
• Ensure accurate invoicing and timely dealer payment.
• Assist with paper mail invoices and process accordingly if not already completed in system.
• Provide assistance to Dealer Support Call Center Operations on a daily basis and more as needed.
• Assist with administrative tasks related to national account servicing and case management.
• Maintain organized documentation to support audits and operational accuracy.
• Perform other tasks as needed.

Requirements:

• High School Diploma required, Bachelor's degree preferred.
• 1+ year of experience of account management or customer service experience.
• Basic proficiency in Salesforce preferred.
• Basic knowledge of SAP and Ariba systems preferred.
• Experience working with invoice processing preferred.
• Familiarity with Microsoft Outlook and Excel.
• Familiarity with Automatic Call Distributor (ACD) environments.
• Accurate and efficient data entry skills.
• Skilled in written and verbal communication skills.
• Effective time management and organizational abilities.
• Customer service-focused mindset.
• Attention to detail in case, billing, and system management.
• Basic problem-solving skills with the ability to elevate when appropriate.
• Ability to manage multiple tasks while maintaining accuracy and follow-up.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies in this position:

• Resourcefulness
• Customer Focus
• Team Player
• Passion
• Integrity
• Analysis Skills
• Communication
• Organization/Planning
• Initiative

Target Salary Range: $40,000 - 52,000 per year, paid hourly. Exact pay will be based on factors including, but not limited to relevant education, qualifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including: paid time off, health, dental, vision, life, disability benefits and 401(k).