Customer Service Account Manager
Customer Service processes orders for customers including tracking and reporting on order status, shipping dates, product availability and back orders. Responsibilities also include investigating customer complaints, potential problems related to shipment of products, issuing credits, and processing new orders. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).
Core responsibilities:
- Regular communications with Sales team and distributor sales representatives
- Interacts closely with other internal departments: Marketing, Accounting, Operations, Regulatory and Customer Service Team
- Problem solving, catering to customers, and working with team members daily to provide excellent customer service
- Monitors NetSuite and ImplantBase transactions for accuracy. Assists in testing of new/revised SOP’s.
- Identifies errors and creates solutions that increase accuracy, efficiency, and service for our customers
- Uses problem solving skills to determine the root cause and devise a course of action to mitigate the issue.
- Processes and coordinates customer transactions
- Ensures that all requests are processed accurately and on time
Knowledge, Skills and Abilities’ (KSA):
The Customer Service team must possess the following skills and demonstrate increasing proficiency in each area throughout their career development.
- Must have strong computer skills
- Strong sense of customer service and team-oriented skills
- Excellent organizational, prioritization and multi-tasking skills
- Excellent communication skills
- Strong attention to detail
- Professional phone & email etiquette
Progressive Job Responsibilities:
Customer Service Account Manager: Provides support to assigned small and larger distributors regarding order status, shipping dates, product availability and back orders; may communicate appropriate information to customers. Responds to customer product inquiries and escalates satisfaction issues as appropriate. May ensure product delivery in accordance with customer requirements and manufacturing capabilities. May answer phones, take product orders, and input sales order data to consumer data systems. Investigates problems related to shipment of products, credits, and new orders. Interfaces with and supports company sales representatives. Will be required to be on call Monday through Sunday based on a weekly rotation with other Account Managers, Senior Account Managers and Management within Customer Service. Requiring four plus years of related experience or equivalent with two years minimum in customer service. A bachelor’s degree is a plus. Performs core responsibilities which are moderately difficult, requiring judgement in resolving issues. Has substantial understanding of position applying knowledge to complete a wide range of tasks with little instruction and only general instruction on new assignments.
Essential Functions:
- Processing orders
- Responding to customer and distributor complaints
Work Authorization
US Work Authorization required
Work Environment
This job operates in an office setting.
Physical Demands
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Account Managers, Senior Account Managers, and management is required to be on call based on a weekly rotation within the team. This may involve returning to the facility and packing up product to be hand carried to a courier for delivery. Otherwise, the employees will be required to perform the majority of duties at a computer workstation on a computer and phone.
Travel
These positions generally do not require travel. There may be very rare circumstances where travel may be required but less than 10% of the time.