Account Manager, Service

Alkegen•Buffalo, NY

About The Position

Alkegen is hiring a Service Account Manager for its Commercial Excellence team. The role serves as a liaison among external customers, sales engineers, warehouses, and manufacturing groups, managing customer and distributor orders from entry through delivery. The Service Account Manager processes new orders, monitors existing orders, performs customer maintenance, and resolves issues promptly while providing professional customer service. Success requires tact, attention to detail, quick decision-making, and the ability to manage multiple responsibilities. The role’s work hours are Monday through Friday, 8 AM to 5 PM ET. Holiday coverage is shared through rotation with other customer service representatives. The stated pay range is $19 to $24.

Requirements

High school diploma required.
A minimum of 2–5 years of customer service experience.
Excellent organizational and communication skills and strong attention to detail.
Ability to handle multiple priorities and adapt to change.
Willingness to take on additional tasks and work effectively on a team.
Proficiency in Microsoft Word and Excel.
Ability to work Monday through Friday, 8 AM to 5 PM ET, and participate in rotating holiday coverage.

Nice To Haves

Associate’s or bachelor’s degree in a relevant field.
Experience at a manufacturing company.
Preferred working knowledge of U.S. trade compliance, including import and export compliance, ITAR, NAFTA and other free trade agreements, Made in the USA rules, and harmonized tariff rules.
Knowledge of Oracle.

Responsibilities

Receive and process customer orders and inquiries about ordered products.
Maintain ongoing relationships with assigned customers and commercial partners.
Ensure orders are entered correctly and customers receive acknowledgments with realistic delivery dates.
Provide standard pricing and quoting, product availability, and schedule information within established guidelines.
Check prices and validate configurations when needed.
Serve as a communication link between customers and commercial teams to ensure responsiveness.
Track order activity and alert appropriate stakeholders to potential delivery problems.
Partner with Logistics to expedite selected orders.
Slot order deliveries into the production schedule and communicate changes in demand or requested delivery dates.
Use knowledge of products, product availability, sales territories, and customers to communicate effectively with customers.
Maintain a high level of customer service, reflected in a low number of customer complaints.
Work with Production Control, Purchasing, and Shipping to meet customer needs.
Apply basic knowledge of export order processing, including ocean and air export shipment regulations, and familiarity with NAFTA and other free trade agreements.
Rotate with other customer service representatives to provide holiday coverage.