Customer Service Account Management Specialist

Freudenberg • Tyler, NH

6d

About The Position

This role focuses on delivering exceptional customer experience and supporting account health within the Freudenberg Group. The specialist will serve as a primary contact for customer inquiries, manage issue resolution, and engage proactively with customers to ensure their needs are met and relationships are strengthened. The position involves monitoring customer feedback, identifying trends, and contributing to process improvements to enhance customer retention and overall satisfaction. Accurate documentation and data management in CRM systems are crucial for maintaining performance visibility and informing service enhancements.

Requirements

• Bachelor's degree in Business, Communications, Customer Service, or a related field preferred; equivalent experience may be considered.
• 5-7 years of experience in customer service, customer experience, customer success, sales support, or a related customer-facing role.
• Demonstrated ability to resolve customer issues, manage follow-up actions, and communicate effectively with internal and external stakeholders.
• Experience using CRM, ERP, customer service, or case management systems.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, and customer requests.
• Strong analytical and problem-solving abilities with attention to detail and data accuracy.
• Ability to travel as needed for customer visits, training, or internal meetings.

Responsibilities

• Serve as a primary contact for customer inquiries, requests, and issue resolution, providing accurate, timely, and professional support.
• Assist with customer onboarding, follow-up activities, service check-ins, and adoption support to foster proactive engagement.
• Investigate service concerns, recurring order issues, delivery questions, and documentation needs, coordinating with internal teams for resolution.
• Escalate risks or unresolved concerns to the Customer Experience Manager as appropriate.
• Monitor customer feedback, service trends, CRM activity, order behavior, and issue patterns to identify retention risks and opportunities for improvement.
• Support corrective actions and service recovery efforts to protect customer relationships.
• Identify recurring service gaps, inefficiencies, and customer pain points, recommending and assisting with the implementation of practical improvements.
• Accurately document customer interactions, follow-up actions, issue status, and relevant account information in CRM and customer service systems.
• Support reporting on key performance indicators and use data to inform daily priorities and service improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level