Customer Account Manager at Koch in Auburn Hills Michigan United States

Job description

• Are you looking for an opportunity with lots of growth potential? If so, Guardian Industries is seeking a Customer Account Manager to join our Customer Service team in Auburn Hills, MI! This is an onsite role in our Auburn Hills office.
• This individual contributor role is responsible for managing customer accounts and delivering a best-in-class customer experience. The position does not include direct people leadership responsibilities.
• As a Customer Account Representative, you will be a trusted partner to our customers, ensuring their needs are met and their expectations exceeded. You will coordinate customer orders, resolve issues, and work closely with our outside sales team to effectively support and grow customer relationships. Success in this role requires strong communication, problem-solving, and collaboration skills.
• In addition to supporting customers, you will work across multiple departments on meaningful projects that drive continuous improvement and contribute to the overall success of the business.
• No visa sponsorship is available for this position; candidates must have current, unrestricted U.S. work authorization

Responsibilities

• Address and resolve customer inquiries, complaints, and issues in a timely and effective manner by partnering cross-functionally with other departments
• Provide relevant information and recommendations to customers and Territory Sales Managers on our products and product parameters
• Anticipate customer needs, identify potential issues, and develop solutions to improve service levels
• Troubleshoot and resolve customer service issues
• The order Management Team oversees the processing of customer orders, managing changes and adjustments to ensure accurate and timely delivery
• The Customer Facing Team monitors customer forecast-to-actual performance, proactively identifying variances, and collaborating with external and internal stakeholders to develop solutions that close gaps and improve forecast accuracy
• Partner with the sales team to identify opportunities for improvement throughout the process
• Monitor customer satisfaction levels, key performance indicators, and service level agreements to ensure that targets are met
• Address customer concerns and escalate where appropriate
• Log customer interactions, complaints, and resolutions into the CRM

Requirements

• Customer Service experience
• Experience adhering to service and delivery deadlines
• Experience managing competing priorities in a fast-paced environment
• Willing to learn a second language
• Experience working in a CRM and ERP
• Bachelor’s Degree
• Experience working with Salesforce or INFOR M3
• Advanced analytical skills (prepare/analyze databases and spreadsheets to make business decisions and recommendations to leadership)
• Bilingual in English and either Spanish or Portuguese

Skills

Required

• Customer service
• CRM
• ERP
• Problem-solving
• Communication
• Collaboration
• Time management
• Prioritization

Preferred

• Salesforce
• INFOR M3
• Advanced analytical skills

Benefits

• Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.
• Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
• At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.