Account Manager, Service

ALKEGEN•Tonawanda, NY

2d•$19 - $24

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, internal warehouses, and manufacturing groups. It manages customer and distributor orders, including processing new orders, monitoring and maintaining existing orders, and performing general customer maintenance. The Service Account Manager resolves problems promptly and provides professional customer service, requiring tact, attention to detail, quick decision-making, and the ability to manage multiple responsibilities. The role works Monday through Friday, 8 AM to 5 PM ET. The listed pay range is $19 to $24.

Requirements

High school diploma required.
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.
Basic knowledge of export order processing, including ocean and air export shipment regulations, and familiarity with NAFTA and other free trade agreements.

Nice To Haves

Associate's or bachelor's degree in a relevant field.
Experience at a manufacturing company.
Working knowledge of US 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 items or 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 quotes, product availability, and schedule information within established guidelines.
Check prices and validate configurations when needed.
Serve as a communication link between customers and the commercial team 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, availability, sales territories, and individual customers to provide a key communications link to customers.
Maintain a high level of customer service, reflected by a low number of customer complaints.
Work closely with Production Control, Purchasing, and Shipping to meet customer needs.
Maintain 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.