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.