Customer Account Representative

ASSA ABLOY Fenestration•City of Rochester, NY

10d•$20 - $30•Onsite

About The Position

The Customer Account Representative (CAR) builds and maintains successful relationships with key business accounts and serves as the first point of contact for general customer inquiries, including pricing, products, order status, and shipping discrepancies. The role works closely with Customer Service, Supply Chain, Sales, and other internal teams to improve operational efficiency and provide prompt, accurate service that promotes customer loyalty. The representative also prepares meaningful reports for customers and corporate management and supports the company’s core values of Empowerment, Innovation, and Integrity.

Requirements

Minimum 2–5 years of customer service experience in distribution, manufacturing, or a similar field.
Analytical skills and high attention to detail.
Ability to work with an ERP system.
Good organizational skills and ability to use dual monitors and work simultaneously in multiple systems.
Reliability and consistent adherence to scheduled break and lunch times.
Ability to change work schedules to accommodate other team members.
Ability to work effectively with department members and other employees.
Resourcefulness and flexibility when conditions change or obstacles arise.
Good working knowledge of Microsoft Excel.
Ability to type 40–50 words per minute with very high accuracy.
High school diploma required.

Nice To Haves

Experience with the IFS ERP system.
Associate of Science degree.

Responsibilities

Enter customer orders, applying an understanding of products and customer-specific stocking locations, with a strong emphasis on accuracy.
Respond to customer and sales inquiries by email and phone regarding order status, products, and pricing.
Expedite orders by coordinating with internal departments to confirm product availability and timely shipment.
Research customer feedback issues and initiate appropriate debits or credits; follow up on Return Good Authorizations.
Log all quality issues.
Coordinate with internal departments, including Billing, Credit, Shipping, Planning, and Purchasing, to address customer issues and needs.
Partner with sales representatives to serve as a Fenestration Solutions Expert.
Work with Engineering and other departments to establish new item numbers or customer cross-references.
Keep customer profiles accurate and up to date.
Communicate with customers and freight forwarders about international shipping requirements, including Commercial Invoices and Incoterms, to support prompt payment, order processing, and shipping.