Customer Account Representative- Energy

AFL•Duncan, SC

12d

About The Position

Under general supervision, the Customer Account Representative (CAR) is a member of the Customer Service team who handles basic customer inquiries and assists with pricing, quoting, and order management. The role involves learning internal systems, company policies, and industry best practices while developing relationships with customers and internal teams. The CAR participates in all phases of the sales process, including quotes, orders, shipments, complaints, and payment issues. The role requires adherence to procedures, a focus on producing high-quality results, productivity, and cost awareness. The representative manages customer inquiries, quotes, and orders under the supervision of the Customer Experience Manager, and works with internal teams to process orders, resolve customer issues, and support account health. The job is performed in a normal office environment.

Requirements

High school diploma or equivalent.
Intermediate proficiency with Microsoft Office.
Good written and verbal command of English for communication with internal and external customers.
Ability to execute assigned projects from start to finish efficiently and on time.
Ability to manage multiple tasks while maintaining attention to detail.
Ability to take direction and work in a cross-functional, multicultural environment.
Attention to detail to ensure accuracy in order processing and quotations.

Nice To Haves

One to three years of customer service or account management experience; otherwise-qualified candidates who demonstrate initiative and a desire to grow will also be considered.
Experience with Oracle and/or customer relationship management software.

Responsibilities

Manage customer inquiries, quotes, and orders under the supervision of the Customer Experience Manager.
Respond to customer inquiries about products, pricing, availability, and order management.
Prepare timely and accurate quotes using AFL resources, including its website and catalogs, and consult application engineers or product line managers when necessary.
Work with Order Entry teams to support efficient processing.
Learn and assist higher-level Customer Account Representatives with escalation cases.
Develop a foundational understanding of business-unit processes and pricing controls.
Maintain accurate records of transactions and communications.
Log and process customer complaints, help identify issues, and participate in implementing corrective actions.
Manage Return Material Authorization requests, including gathering facts, obtaining acceptance or rejection decisions, creating and issuing RMAs, monitoring them, communicating as needed, and expediting replacement orders when required.
Support resolution of accounts receivable issues by investigating deductions or unpaid invoices, assessing their validity, and determining whether collection or credit is appropriate.
Work with the Customer Service Manager and/or Supervisor, Regional Sales Manager, and Commercial Managers to resolve escalated accounts receivable issues.
Monitor customer accounts, including issues, trends, and the general health of customer-supplier relationships, to support customer service and sales teams.
Understand, adhere to, and promote environmental, health, and safety policies, and comply with AFL business policies and procedures.