Customer Account Rep - Industrial

AFL•Duncan, SC

21h•Onsite

About The Position

This role involves managing customer inquiries, quotes, and orders under the supervision of the Customer Experience Manager. The representative will be responsible for responding to customer questions about products, pricing, availability, and order management. Key duties include preparing accurate quotes, working with Order Entry teams for efficient processing, and supporting higher-level Customer Account Representatives (CARs) by assisting with escalation cases. The position requires developing a foundational understanding of business unit processes and pricing controls, maintaining accurate transaction records, and logging/processing customer complaints. Problem resolution, including managing Return Material Authorizations (RMAs) and assessing Accounts Receivable issues, is also a significant part of the role. The representative will monitor customer accounts to understand relationship health and support the broader service and support teams. Adherence to and promotion of environmental, health & safety policies, as well as AFL business policies and procedures, is mandatory.

Requirements

1-3 customer service/account management experience preferred, will consider otherwise qualified candidates that have demonstrated initiative and desire to grow.
Intermediate user of MS Office required.
Good command of the English language, both written and verbal.
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

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.