Aston Carter
Customer Account Manager
Aston Carter, Pontiac, Michigan, United States, 48340
Job Title: Customer Service Account Manager
Job Description
We are seeking a dedicated Customer Service Account Manager (CAM) to join our team. In this role, you will be responsible for maintaining strong relationships with our customers, ensuring their needs and expectations are met. You will manage existing customer relationships, support customers with their orders, solve problems, and collaborate with our outside sales team on account management.
ResponsibilitiesAddress and resolve customer inquiries, complaints, and issues in a timely and effective manner, often coordinating with various internal departments.Possess deep knowledge of products and product parameters to provide relevant information and recommendations to customers and Territory Sales Managers.Proactively anticipate customer needs, identify potential issues, and develop solutions to improve service levels.Troubleshoot and resolve customer service issues such as late delivery, billing problems, and pricing errors, aiming for quick and satisfactory solutions.Oversee the processing of customer orders, ensuring accurate and timely delivery, and manage any changes or adjustments to orders as necessary.Work closely with the sales team to identify opportunities for improvement on the ordering process, Salesforce adoption of our Ecommerce system, and Customer Portal.Monitor customer satisfaction levels (OTIF), key performance indicators (KPIs), and service level agreements (SLAs), ensuring targets are met.Escalate more complex issues to supervisors when necessary, ensuring customer concerns are appropriately addressed.Log customer interactions, complaints, and resolutions into customer relationship management (CRM/Salesforce) for record-keeping and future reference.Collaborate with other departments (such as billing, technical support, or shipping) to solve customer problems.Essential Skills
Order entryOrder managementData entryAdministrative supportOrder processingAccount managementExcellent communication skillsAttention to detailAbility to work with deadlines in a fast-paced environmentCustomer servicePurchase ordersLogisticsInside sales supportAdditional Skills & Qualifications
2+ years of experience in account managementStrong communication skillsProblem-solving skillsAbility to multi-taskEffective time managementAbout Aston Carter:
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.
Diversity, Equity & Inclusion
At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
Hiring diverse talentMaintaining an inclusive environment through persistent self-reflectionBuilding a culture of care, engagement, and recognition with clear outcomesEnsuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
Job Description
We are seeking a dedicated Customer Service Account Manager (CAM) to join our team. In this role, you will be responsible for maintaining strong relationships with our customers, ensuring their needs and expectations are met. You will manage existing customer relationships, support customers with their orders, solve problems, and collaborate with our outside sales team on account management.
ResponsibilitiesAddress and resolve customer inquiries, complaints, and issues in a timely and effective manner, often coordinating with various internal departments.Possess deep knowledge of products and product parameters to provide relevant information and recommendations to customers and Territory Sales Managers.Proactively anticipate customer needs, identify potential issues, and develop solutions to improve service levels.Troubleshoot and resolve customer service issues such as late delivery, billing problems, and pricing errors, aiming for quick and satisfactory solutions.Oversee the processing of customer orders, ensuring accurate and timely delivery, and manage any changes or adjustments to orders as necessary.Work closely with the sales team to identify opportunities for improvement on the ordering process, Salesforce adoption of our Ecommerce system, and Customer Portal.Monitor customer satisfaction levels (OTIF), key performance indicators (KPIs), and service level agreements (SLAs), ensuring targets are met.Escalate more complex issues to supervisors when necessary, ensuring customer concerns are appropriately addressed.Log customer interactions, complaints, and resolutions into customer relationship management (CRM/Salesforce) for record-keeping and future reference.Collaborate with other departments (such as billing, technical support, or shipping) to solve customer problems.Essential Skills
Order entryOrder managementData entryAdministrative supportOrder processingAccount managementExcellent communication skillsAttention to detailAbility to work with deadlines in a fast-paced environmentCustomer servicePurchase ordersLogisticsInside sales supportAdditional Skills & Qualifications
2+ years of experience in account managementStrong communication skillsProblem-solving skillsAbility to multi-taskEffective time managementAbout Aston Carter:
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.
Diversity, Equity & Inclusion
At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
Hiring diverse talentMaintaining an inclusive environment through persistent self-reflectionBuilding a culture of care, engagement, and recognition with clear outcomesEnsuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.