Title: Customer Service Representative

Salary: $62,000 - $67,000/yr.

Reports to: Customer Engagement Manager

The Customer Account Representative serves as the primary point of contact for assigned customers, supporting order management, account administration, issue resolution, and ongoing customer engagement. This role partners closely with sales, operations, accounting, and logistics to deliver an exceptional customer experience while ensuring the timely and accurate processing of customer transactions. The successful candidate will build strong customer relationships, support revenue growth through exceptional service, and help maintain operational excellence throughout the customer lifecycle.

Primary Responsibilities

Customer Relationship Management

· Serve as the primary point of contact for assigned customer accounts within designated sales regions and OEM accounts.

· Respond to customer inquiries in a timely, professional, and accurate manner via phone, email, and other communication channels.

· Build and maintain positive customer relationships that support long-term customer retention and satisfaction.

· Communicate proactively with customers regarding order status, product availability, and issue resolution.

Order and Account Management

· Process customer orders, returns, credits, credit applications, and account updates accurately and efficiently.

· Maintain customer account information within CRM, ERP, and order management systems.

· Coordinate with operations, logistics, and sales teams to ensure customer commitments are met.

· Support customer onboarding activities and account setup requirements.

Issue Resolution and Customer Support

· Investigate customer concerns and identify appropriate solutions while maintaining a positive customer experience.

· Escalate complex issues to appropriate departments and ensure timely follow-through to resolution.

· Support billing inquiries, credit requests, and account reconciliation activities.

· Assist in managing customer aging balances and past-due account communications as needed.

Product and Business Knowledge

· Develop and maintain a thorough understanding of company products, services, processes, and customer requirements.

· Provide customers with accurate product, pricing, and availability information.

· Support sales initiatives through collaboration with regional sales managers and sales representatives.

Administrative and Data Management

· Maintain accurate records, customer documentation, and transaction history.

· Ensure order entry accuracy and data integrity across systems.

· Generate reports and support analysis related to customer activity as requested.

Key Performance Expectations

· Process orders accurately and within established service-level expectations.

· Maintain accurate customer account records and transaction documentation.

· Respond to customer inquiries promptly and professionally.

· Resolve customer issues in a timely and effective manner.

· Demonstrate strong collaboration with sales, operations, accounting, and logistics teams.

· Support customer retention and satisfaction through consistent service excellence.

· Maintain a high level of accuracy in order processing, account maintenance, and customer communications.

Territory

United States; assigned responsibility for designated National Shelter Products, System Components, and OEM customer accounts.

Education and Work Experience Requirements

· Associate's or Bachelor's degree in Business, Communications, Marketing, or related field preferred.

· Minimum of 3-5 years of customer service, account management, sales support, or related experience.

· Experience supporting business-to-business (B2B) customers preferred.

· Experience working alongside field sales teams preferred.

· Experience with EDI systems is a plus.

Knowledge, Skills, and Abilities

· Excellent verbal and written communication skills.

· Strong customer service orientation and relationship-building skills.

· Proven problem-solving and conflict-resolution abilities.

· Strong organizational and time-management skills with the ability to