Account Manager

Account Manager / Customer Service Representative

SurfacePrep is seeking a customer-focused Account Manager / Customer Service Representative to join our Orchard Park team. This role serves as a key point of contact for customers, supporting order processing, product inquiries, quotations, and day-to-day account management activities.

The ideal candidate enjoys building relationships, solving problems, and providing outstanding service. Previous customer service, inside sales, or industrial distribution experience is beneficial, but we welcome candidates with strong communication skills and a desire to learn.

What You'll Do

• Process customer orders, changes, returns, and related documentation accurately and efficiently.
• Respond to customer inquiries via phone and email regarding products, pricing, availability, and order status.
• Verify inventory levels, pricing, ship dates, and vendor availability to ensure timely fulfillment.
• Prepare and follow up on quotes, samples, and customer requests.
• Recommend alternative products or solutions when needed to meet customer requirements.
• Coordinate with operations, purchasing, and management teams to resolve customer issues and returns.
• Develop a working knowledge of SurfacePrep products, materials, and applications.
• Maintain accurate customer records and order information within the ERP system.
• Deliver professional, responsive service that supports long-term customer relationships.

Requirements

• Customer service, account management, inside sales, or related experience.
• Experience working in an industrial, manufacturing, distribution, or warehouse environment is a plus.
• ERP system experience required; Sage 100 / MAS 90 experience preferred.
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong phone presence and customer relationship skills.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Experience with abrasives or abrasive converting products is preferred but not required.

Physical Requirements

• Ability to remain seated or stationary for extended periods while working at a computer.
• Occasionally move throughout the office to access files, printers, and office equipment.
• Ability to regularly use a computer, phone, calculator, copier, and other standard office equipment.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) Plan
• Paid Time Off
• Paid Holidays
• Company Paid Life Insurance
• Company Paid Short-Term Disability
• Company Paid Long-Term Disability
• Employee Assistance Program

About SurfacePrep

Founded in 1956, SurfacePrep is North America's leading provider of surface enhancement solutions, with over 60 locations across the United States, Canada, and Europe. We help manufacturers improve performance, quality, and efficiency with industry-leading equipment, consumables, expertise, and process solutions.