Customer Account Representative- Energy

AFL Telecommunications•Duncan, SC

12d

About The Position

Under general supervision, the Customer Account Representative is part of the Customer Service team and handles basic customer inquiries while assisting with pricing, quoting, and order management. The role involves learning internal systems, company policies, and industry best practices and developing relationships with customers and internal teams. The representative participates in all phases of the sales process, including quotes, orders, shipments, complaints, and payment issues. The position requires following procedures, producing high-quality results, working productively, and remaining mindful of costs.

Requirements

High school diploma or equivalent.
Intermediate proficiency with Microsoft Office.
Good written and verbal English communication skills.
Ability to manage multiple tasks while maintaining attention to detail.
Ability to take direction and work in a cross-functional, multicultural environment.
Initiative and ability to complete assigned projects efficiently and on time.
Attention to detail to ensure accurate 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 consulting application engineers or product line managers when necessary.
Work with Order Entry teams to support efficient processing.
Learn and assist with escalation cases handled by higher-level Customer Account Representatives.
Develop a foundational understanding of business-unit processes and pricing controls.
Maintain accurate records of transactions and communications.
Log and process customer complaints, identify issues, and assist with implementing corrective actions.
Manage Return Material Authorization (RMA) requests, including gathering facts, obtaining acceptance or rejection decisions, issuing RMAs, monitoring them, communicating as needed, and expediting replacement orders when required.
Support resolution of customer Accounts Receivable issues by investigating deductions or nonpayment, assessing their basis, and determining whether collection or credit is appropriate; work with relevant managers and sales personnel through the escalation process.
Monitor customer accounts and identify issues, trends, and the general health of customer-supplier relationships to support customer service and sales teams.
Understand, follow, and promote environmental, health, and safety policies and comply with AFL business policies and procedures.