Sr. Coord, Customer Service
Reports To: Customer Service Manager
Position Summary
The Account Manager is responsible for managing customer accounts by processing orders, coordinating production requirements, and ensuring timely delivery of products. This role requires a strong understanding of company products, processes, pricing structures, and delivery capabilities. Under general supervision, the Account Manager receives and records customer orders, prepares quotes and estimates, and serves as a liaison between customers, production, and internal support teams. The position requires strong communication, follow-up, and execution skills within a manufacturing environment. Other duties may be assigned as needed.
Duties and Responsibilities
Receive and record customer orders accurately and in a timely manner. Respond to customer inquiries regarding pricing options, product availability, and suitability for customer processes. Prepare quotes and estimates in accordance with established pricing structures. Coordinate new business review projects and provide daily production status updates. Check inventory levels and order materials from approved vendors as necessary to fulfill customer orders. Schedule and prioritize customer orders to meet delivery commitments. Arrange product delivery through established carriers. Record, research, and resolve customer complaints within established guidelines. Escalate complex or sensitive issues as appropriate for resolution. Assist with recovery of aged receivables. Coordinate internal resources to deliver value-added services to customer accounts. Develop and maintain strong customer relationships that contribute to product, pricing, and service strategy planning. Support management and sales teams in developing new market opportunities within the assigned territory or market. Perform other departmental duties as assigned.
Knowledge, Skills, and Abilities
Ability to understand and apply departmental policies and procedures. Strong oral and written communication skills with the ability to interact effectively with management, employees, and customers. Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint. Ability to learn machine capabilities, pricing models, and estimating processes. Strong numerical aptitude and attention to detail. Excellent problem-solving skills. Experience with data entry systems; AS-400 experience preferred. Ability to work effectively in a team-oriented environment.
Education and Experience
Bachelor’s degree in Marketing or a related field, or equivalent experience. Minimum of 2–5 years of relevant experience.
Working Conditions
Regular day-shift position with overtime as needed. Occasional travel may be required.
Physical Requirements
No special physical requirements. Must have sufficient visual ability to read and the mobility necessary to access and operate equipment required to perform essential job duties.