Customer Service Account Manager

Customer Service Account Manager Job Description Template

Our company is looking for a Customer Service Account Manager to join our team.

Responsibilities:

  • Ability to multitask while dealing with customers;
  • Answer techs and customers phone calls and requests;
  • Update customers with job completion statuses via email, phone, and portal;
  • Build relationships with representatives, distributors and customers;
  • Train customers on the ShipMonk software, shipping methods and procedures;
  • Prepare, review and disposition customer returns within specified time period;
  • Train representatives, distributors and customers on AVX system, policies, procedures, etc;
  • Deal directly with customers either by telephone, electronically or face to face and keep records updated;
  • Provide delivery information on new and existing orders, offering accurate potential part substitutions;
  • Communicate and coordinate with internal departments;
  • Review and disposition debit and credit request submitted by customers direct or indirect through AVX Account Department within allotted time;
  • Notify or inform supervisor and management on problems and opportunities via activity reports;
  • Walk customers through the onboarding process and review guidelines to set expectations for our services;
  • Monitor distribution inventory within AVX guidelines;
  • Verify ship and debits in conjunction with the accounting department.

Requirements:

  • High school diploma required, college degree preferred;
  • Ability to work in a fast-paced environment;
  • Minimum of 2 years in a similar customer service role;
  • MS Outlook, Word, & Excel proficient;
  • Foster good business relations using excellent telephone and email etiquette;
  • Associates or Bachelor’s degree preferred;
  • Basic troubleshooting skills with the ability to resolve more complex, emerging and/or new software and internet issues;
  • Experience in Graphic Arts, ideal;
  • Customer service skills, excellent communication, and critical thinking skills to provide training for new and existing publication editors;
  • Work overtime as required;
  • Must be detail oriented and have the ability to function under pressure in an ever-changing environment;
  • 4 year Bachelor’s degree preferred, or Associate’s degree with relevant experience;
  • Strong working knowledge of Windows-based programs;
  • Strong attention to detail, creative thinking and results oriented skills. Strong organizational and multi-tasking skills;
  • Possess strong communication skills with internal personnel, sales representatives and customer required.