Customer Relations Lead

Arq Solutions LLC•Greenwood Village, CO

4h•$36 - $42•Hybrid

About The Position

The Customer Relations Lead is responsible for ensuring seamless customer lifecycle management, from onboarding through ongoing account support. This role serves as a critical link between Sales, Finance, and Customer Service, driving operational efficiency, data accuracy, and consistent reporting. The ideal candidate is highly detail-oriented, process-driven, and a go-to resource for customer operations and internal team support.

Requirements

Knowledge of customer service principles and account management practices
Knowledge of business-to-business (B2B) customer relationship management
Understanding of customer onboarding processes and account setup requirements
Knowledge of sales support and order fulfillment processes
Knowledge of pricing administration and contract pricing structures
Understanding of invoicing and billing processes
Knowledge of credit review procedures and customer risk assessment
Understanding of order-to-cash workflows and related business impacts
Advanced knowledge of NetSuite or comparable ERP systems
Knowledge of CRM systems and customer master data management
Knowledge of reporting tools, spreadsheets, and data analysis techniques
Understanding of Internal Controls over Financial Reporting (ICFR)
Knowledge of audit support requirements and documentation standards
Understanding of data accuracy, record retention, and financial control requirements
Understanding of sales operations metrics and performance indicators
Knowledge of fuel surcharge calculations and pricing methodologies
Understanding of supply chain, logistics, and customer fulfillment processes
Building and maintaining strong customer relationships
Managing customer issues and escalations effectively
Delivering exceptional customer service while balancing business requirements
Coaching and mentoring Customer Relations Representatives
Training new employees on systems, processes, and best practices
Delegating work and assigning accounts based on workload and capability
Influencing and coordinating work across functions without direct authority
Customer onboarding and account setup
Pricing maintenance and administration
Invoice review and approval
Credit review and documentation management
Process documentation and standardization
Analyzing operational and customer performance metrics
Identifying trends, issues, and opportunities for improvement
Preparing recurring management reports and dashboards
Root cause analysis and problem-solving
Advanced ERP navigation and transaction processing
Data validation and master data maintenance
Advanced Microsoft Excel skills (pivot tables, lookups, reporting, data analysis)
Report generation and dashboard maintenance
Written and verbal communication with customers and internal stakeholders
Presenting findings and recommendations to leadership
Facilitating training and knowledge transfer
Managing difficult conversations professionally and effectively
Ability to build credibility and trust with customers and internal stakeholders
Ability to manage multiple customer priorities while maintaining service levels
Ability to resolve complex customer issues independently
Ability to prioritize competing demands and meet deadlines
Ability to manage multiple projects and recurring deliverables simultaneously
Ability to maintain a high degree of accuracy and attention to detail
Ability to lead through influence and serve as a team resource
Ability to develop others through coaching, training, and feedback
Ability to serve as the escalation point for complex customer situations
Ability to identify inefficiencies and implement sustainable process improvements
Ability to develop scalable workflows and standard operating procedures
Ability to drive continuous improvement while maintaining control compliance
Ability to interpret data and convert findings into actionable recommendations
Ability to make sound decisions using incomplete information
Ability to identify risks and proactively implement corrective actions
Ability to maintain and execute internal controls consistently
Ability to support audits and produce accurate documentation
Ability to ensure compliance with company policies and financial controls
High Degree of equivalent required, BA or BS in Business Administration, Supply Chain, Logistics, Operations highly preferred
2 years’ experience in a multi-faceted customer relations position required, preferrable in a manufacturing or industrial environment

Nice To Haves

BA or BS in Business Administration, Supply Chain, Logistics, Operations highly preferred
Preferably in a manufacturing or industrial environment

Responsibilities

Serve as the primary point of contact for key accounts, ensuring strong relationships and high levels of customer satisfaction
Act as the internal escalation point for Customer Relations Representatives
Oversee customer onboarding, ensuring a smooth and efficient experience
Manage test order processing and coordination across internal teams
Manage new customer setup in NetSuite, including accurate data entry and account configuration
Assign accounts to appropriate team members based on structure and capacity
Perform and review customer credit checks to support risk management
Maintain and oversee pricing structures, ensuring accuracy and consistency
Approve invoicing to ensure alignment with pricing, contracts, and order details
Manage and deliver recurring reports, including: Weekly Sales Operations Metrics, Mid-month Reporting, Monthly Metrics
Track performance trends and provide actionable insights to leadership
Maintain and update the weekly Fuel Surcharge report
Oversee and maintain two ICFR (Internal Controls over Financial Reporting) controls
Manage and support bi-monthly audit requests, ensuring documentation accuracy and timeliness
Serve as the subject matter expert (SME) for customer operations processes
Train and onboard new employees on systems, workflows, and best practices
Continuously improve processes to enhance efficiency, accuracy, and scalability
Act as the go-to resource for Customer Relations Representatives with process-related questions