Customer Service Manager

We're seeking a National Accounts Customer Service Manager to be the operational backbone of our National Sales Director. This is a high-impact, strategic support role for a customer service professional ready to level up from transactional order-taking to managing complex, multi-location projects worth six and seven figures.

You’ll be the single point of contact for our most important accounts—national homebuilders, hotel chains, multifamily developers, and commercial general contractors. You’ll orchestrate quotes, manage project timelines, coordinate logistics across multiple regions, and ensure flawless execution from first call to final delivery.

This isn’t entry-level customer service. This is a senior role requiring exceptional communication, CRM mastery, project management discipline, and the ability to anticipate needs before they’re expressed. You’ll work directly with C‑suite buyers and be trusted to represent Bedrosians with professionalism and strategic thinking.

• Serve as primary point of contact for national account relationships (builders, developers, hotel groups, retail chains)
• Manage complex, multi‑phase projects from initial quote through delivery and invoicing
• Anticipate account needs, proactively communicate updates, and solve problems before they escape
• Build trusted relationships with procurement teams, project managers, and decision makers
• Collaborate with the National Sales Director on account strategy, growth opportunities, and retention initiatives
• Generate accurate, competitive quotes for large‑scale projects (hundreds to thousands of square feet)
• Navigate pricing matrices, volume discounts, freight calculations, and project‑specific terms
• Coordinate with product managers and the procurement team on specialty orders and custom specifications
• Track quote‑to‑close ratios and maintain detailed pipeline visibility in CRM
• Respond to RFPs and bid requests with precision and speed

• Manage project timelines across multiple delivery locations and installation schedules
• Coordinate with regional warehouses, logistics teams, and third‑party freight partners
• Track inventory allocation for large orders and communicate lead times accurately
• Resolve delivery issues, damage claims, and order discrepancies with urgency
• Maintain real‑time project status updates in CRM and communicate proactively with stakeholders

• Master Hub Spot CRM to track all account activity, communications, quotes, and orders
• Build and maintain account profiles with detailed project history and contact hierarchies
• Generate reports on pipeline status, forecast accuracy, and account health metrics
• Ensure data integrity across customer records, opportunities, and closed deals
• Support the National Sales Director with executive dashboards and performance analytics
• Conduct daily sync meetings with the National Sales Director to prioritize activities
• Participate in weekly national account meetings
• Represent Bedrosians with professionalism in every email, call, and video meeting

• 5+ years of customer service or account management experience in a B2B environment (building materials, distribution, manufacturing, or project‑based industries strongly preferred)
• Proven track record managing complex, multi‑stakeholder projects from quote to completion
• CRM expertise (Hub Spot, Salesforce, or similar platforms)—you live in the system and keep it pristine
• Advanced proficiency in Excel/Google Sheets
  :
  Pricing matrices, pivot tables, data analysis
• Exceptional written and verbal communication
  :
  Your emails are clear, professional, and grammatically perfect
• Strong organizational skills
  :
  You manage 20+ active projects simultaneously without dropping balls

• Commercial construction or multifamily development
• National account management in distribution or manufacturing
• Project management or logistics coordination in fast‑paced environments

• Strategic Thinker
  :
  You don't just process orders—you understand how your work impacts the National Sales Director's…