Customer Account Rep - Industrial

AFL Global

23h•Onsite

About The Position

This role manages customer inquiries, quotes, and orders under the supervision of the Customer Experience Manager. The Customer Account Representative will respond to customer inquiries regarding products, pricing, availability, and order management. This position involves the preparation of timely and accurate quotes, utilizing company resources and collaborating with application engineers/PLMs when necessary. The role works closely with Order Entry teams to ensure efficient processing and supports higher-level CARs by learning and assisting with escalation cases. A foundational understanding of business unit processes and pricing controls will be developed. The representative will maintain accurate records of transactions and communications, log and process customer complaints, and actively participate in problem resolution by identifying issues and assisting in the implementation of corrective actions. This role also manages Return Material Authorization (RMA) requests, including obtaining facts, making decisions on acceptance/rejection, creating/issuing RMAs, monitoring RMAs, and handling all required communications, including expediting replacement orders as needed. Additionally, the role supports the resolution of Accounts Receivable issues with customers, assessing the validity of deductions or non-payments and determining appropriate collection or credit actions, escalating to management as part of the resolution process. The representative will monitor customer accounts to understand issues, trends, and the general health of the customer-supplier relationship, assisting the organization in serving and supporting customers. The role requires adherence to and promotion of environmental, health & safety policies and compliance with AFL business Policies and Procedures.

Requirements

Intermediate user of MS Office required.
Good command of the English language, both written and verbal in order to communicate with both internal and external customers.
Self-starter with the ability to execute a given set of projects from start to finish in an efficient and timely manner.
Ability to juggle multiple tasks without losing sight of the details.
Ability to take direction, comfortable in a cross-functional, multi-cultural environment.
Detail oriented – to ensure accuracy of order processing and quotations.

Nice To Haves

1-3 customer service/account management experience preferred, will consider otherwise qualified candidates that have demonstrated initiative and desire to grow.
Experience with Oracle and/or customer relationship management software, preferred.

Responsibilities

Manages customer inquiries, quotes, and orders under the supervision of the Customer Experience Manager.
Responds to customer inquiries regarding products, pricing, availability, and order management.
Preparation of timely and accurate quotes, utilizing AFL’s resources (website, catalogs, as well as application engineers/PLMs when necessary).
Works closely with the Order Entry teams to ensure efficient processing.
Supports CARs at higher levels by learning and assisting with escalation cases.
Develops a foundational understanding of business unit processes and pricing controls.
Maintains accurate records of transactions and communications.
Logs and processes customer complaints, actively participating in problem resolution by identifying issues and assisting in the implementation of corrective actions.
Manages Return Material Authorization (RMA) request. Including obtaining facts, obtaining decision to accept or reject request, creating/issuing RMA, monitoring RMA and all required communications involved, to include expedites replacement orders as required.
Supports resolution of Accounts Receivable issues with customers. Includes determining why customer has deducted or not paid, assessing if there is a valid basis, and determining whether collection or credit is appropriate. Working with Customer Service Manager (CSM) and/or Supervisor, Regional Sales Manager (RSM) and Commercial Managers as part of the escalation process to reach a resolution.
Monitors customer accounts: includes understanding issues, trends and general “healthiness” of the customer-supplier relationship to assist the organization (sales agents, RSM, customer service and product line managers) in the service and support of our customers.
Understands, adheres to and promotes the environmental, health & safety policies and complies with AFL business Policies and Procedure.