Customer Account Manager

Koch•Auburn Hills, MI

8d•Onsite

About The Position

Guardian Industries is seeking a Customer Account Manager to join our Customer Service team in Auburn Hills, MI. This is an onsite, individual contributor role 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.

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
Current, unrestricted U.S. work authorization

Nice To Haves

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

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
Oversee the processing of customer orders, managing changes and adjustments to ensure accurate and timely delivery
Monitor 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