Customer Account Representative

ASSA ABLOY•Rochester, NY

11h•Onsite

About The Position

The Customer Account Representative (CAR) is responsible for building and maintaining successful relationships with key business accounts. Candidates must have superior communication and relationship-building skills, genuine care for quality of service, and an ability to generate meaningful reports for customers as well as corporate management. The CAR is the first point of customer contact for general inquiries such as pricing, products, order status, shipping discrepancies, etc. and will work closely with Engineering, Supply Chain, and Sales teams to increase efficiency in operational procedures. The goal is to build and maintain business relationships with customers by providing prompt and accurate service to promote customer loyalty and abide by our core values of Empowerment, Innovation, and Integrity.

Requirements

Strong attention to detail and analytical problem-solving skills, with a focus on order accuracy and data quality
Proficiency with ERP and customer order management systems; experience with IFS is preferred
Strong organizational and time-management skills, with the ability to prioritize competing demands and work efficiently across multiple systems
Clear, professional written and verbal communication skills with a customer-focused approach
Ability to collaborate effectively with Sales, Engineering, Supply Chain, Finance, and other internal partners
Resourceful and adaptable, with the ability to respond effectively to changing priorities and resolve customer or order-related issues
Working knowledge of Microsoft Office, particularly Excel and Outlook
Dependable and accountable, with the flexibility to support business and team coverage needs
High School Diploma required
2–5 years of customer service, account management, or order management experience, preferably in a manufacturing or distribution environment.

Nice To Haves

A.S. degree preferred

Responsibilities

Enter orders which requires a basic understanding of product and stocking locations by customer – Accuracy is key
Resolve e-mail and phone inquiries regarding Order Status, Product and Pricing for Customers and Sales
Expedite orders, working with various internal departments to ensure product availability and timely shipment
Initiate debits/credits resulting from customer feedback; this involves researching and understanding the problem and taking appropriate action; follow-up on Return Good Authorizations
Log all Quality Issues
Work with various internal departments on customer issues and needs (Billing, Credit, Shipping, Planning, Purchasing, etc.)
Partner with sales reps to act as a true Fenestration Solutions Experts
Work with Engineering and other departments to set up new item numbers or customer cross-references
Ensure all customer profiles are accurate and up to date
Knowledge of International shipping requirements, including Commercial Invoices and Incoterms: Communicate with customers and freight forwarders to ensure prompt payment, order processing and shipping