Job description
How we do what we do:
At Oldcastle, APG we are committed to providing quality products that enhance people's lives. Our people share a passion for our business, and work with skill, teamwork, and integrity to deliver on our promise to provide superior products. We offer competitive and comprehensive benefits packages. Enjoy benefits like medical, wellness, paid time off, and much more!
As a company, we share a passion for our work and for our employees. We value our employees and empower them to be their best. We are collaborative, we like to work together and we care about what we do and, most importantly, who we do it with. We are BOL!
The purpose of the role:
A Customer Service Account Manager will serve as the primary point of contact for assigned accounts ensuring exceptional customer satisfaction by managing client relationships, addressing inquiries, and resolving issues promptly. The Customer Service Account Manager will partner with the Territory Manager to build and foster long-term customer relationships. The key contribution of the Customer Service Account Manager is to manage current/new accounts through constant communication, Customer Support, Complaint Resolution and overall Customer Satisfaction from start to finish
Responsibilities:
- Actively support responsible customers and outside sales team member to fully understand all customer needs
- Active follow-up with customers regarding open orders, order status, order delays and all other order information
- Ensure ongoing client satisfaction and loyalty through proactive engagement
- Partner with outside sales team member to accurately and efficiently set up new customers accounts
- Manage customer order status, following up with accounts receivable team to resolve all credit holds
- Handle escalated client issues with professionalism and efficiency.
- Point person for warranty communication with responsible customers. Gather all information, forward to warranty team and ensure warranty team can resolve all issues quickly and responsibly.
- Partner with quoting/takeoff team to ensure all responsible customer requests are communicated back within 24-48 hours of receipt
- Point person for all technical questions, answer questions where able and if not forward all questions to technical team for reply; follow-up with technical team to ensure quick replies
- Point person for all customer related issues around quality, freight damage, claims, RA’s, etc.; gather all information, forward to RA team and ensure issue is resolved quickly and responsibly
- Weekly communication with all customers regarding order status and order history
- Manage all current accounts utilizing CRM databases; quote closure rate, active warranties, open order pipeline with responsible territory partner, quality issues/claims
- Collaborate with Sr. Account Manager to address critical customer needs.
Qualifications:
- Bachelor’s degree or equivalent work experience in a field such sales or customer service
- Knowledge of extensive business software (Microsoft Office)
- Strong phone presence and ability to make/take dozens of calls per day
- Proven ability to multi-task and drive results in a dynamic, fast paced environment
- Experience with CRM databases or ability to learn all aspects of current CRM databases
- Bilingual in English and French is preferred
Additional Information:
We have become aware of scams in which individuals who are not part of a company claim to represent the company in recruitment activities, including issuing fake offer letters. Please be aware that career opportunities are published only through official communication channels. We will never ask for payments or fees from job applicants, and applicants will only be contacted by a team member through an official email address ending in @us.ebarrette.com or @barretteoutdoorliving.com. Interviews will never be conducted via Fleep, Google Hangouts, What'sApp, or other social media platforms or apps. If you receive a suspicious email or job offer on behalf of Barrette Outdoor Living, do not provide any personal information or pay any fees. If you suspect any fraudulent activity, please go to www.Barretteoutdoorliving.com, scroll to the foot of the page and click “Email Human Resources”.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Language:
Ability to Commute:
- Brooksville, FL 34604 (Required)
Ability to Relocate:
- Brooksville, FL 34604: Relocate before starting work (Preferred)
Work Location: In person
