Account Service Manager

Solutions 2 GO•Louisville, KY

20h

About The Position

Solutions 2 GO is a premier global distributor of video game products with operations in 19 countries. We are seeking an Account Service Manager who can lead our Customer Service team, partner with various departments, and drive new customer initiatives. This role involves coaching the team, coordinating product launches, managing customer relationships, and improving operational efficiency. If you are a results-oriented individual with a passion for building strong teams and delivering excellent customer service, we encourage you to apply.

Requirements

At least five years of experience in an account service or customer service role.
At least five years of experience managing teams.
A bachelor’s degree in Business Administration, Commerce, or a related field is preferred; however, an equivalent combination of education, training, and relevant experience will also be considered.
A talent for leading, motivating, and building high-performing teams.
A customer-focused approach, with the ability to understand customer needs and translate them into effective service strategies.
Strong organizational skills and the ability to prioritize competing deadlines.
Excellent written and verbal communication skills, along with the ability to build strong working relationships.
A sharp eye for detail and a practical approach to solving problems.
Confidence working independently and collaborating across teams.
Flexibility and composure in a fast-paced, changing environment.
Advanced skills in Microsoft Excel, Word, and Outlook.
Integrity and professionalism, including when the pressure is on.

Nice To Haves

Experience with Microsoft Dynamics GP is an asset.

Responsibilities

Lead the daily operations of the Customer Service department, ensuring timely and accurate customer responses and order processing.
Coach, mentor, and motivate the Customer Service team through feedback, clear goals, and performance management.
Assign responsibilities to team members based on strengths and workload to maintain balance and effectiveness.
Handle escalated customer concerns and resolve complex issues with care and confidence.
Provide coverage for team members when they are away.
Manage product flow to maximize order fulfillment and minimize inventory risk.
Maintain accurate customer account information, product requirements, customer-specific price lists, and price protection arrangements.
Oversee proof of delivery, claims, and returns.
Coordinate item setup requirements for retail and wholesale customers.
Develop a strong understanding of S2G’s business channels and their role in supporting customers and sales representatives.
Partner with Sales throughout the sales cycle, from procurement to invoicing.
Collaborate with customer buying and merchant teams to confirm deal terms and requirements, and communicate these to Operations.
Facilitate communication between Sales, Purchasing, and Operations to ensure on-time execution.
Lead weekly meetings with Sales, Customer Service, and Operations for production planning coordination.
Prepare and share weekly sell-through reports, as well as ad hoc reports for customers, sales representatives, and senior management.
Manage customer projects from concept to delivery, including promotions, marketing materials, and point-of-purchase displays.
Collaborate with Sales on customer initiatives and assess operational capabilities to support them.
Identify opportunities to simplify processes, improve efficiency, and enhance the customer experience.
Develop and implement customer service strategies that align with overall business goals.