Customer Service Account Manager II
About The Position
Atkore is seeking a Customer Service Account Manager II for its Harvey, Illinois Headquarters. Reporting to the Customer Service Manager, this role manages the order process, drives on-time delivery, and improves the customer experience across Atkore. The role handles customer service activities from order entry and tracking through invoicing and shipment release, while coordinating with sales agents and cross-functional departments. It also manages territory processes and performance metrics, reviews traffic reports, and supports month-end closing and desk coverage. During the first three months, the employee will complete Atkore’s onboarding and immersion program, learn how the role supports the company’s mission and strategic plan, participate in a cross-functional Kaizen, and perform basic order inquiry, entry, and follow-up. Within six months, the employee is expected to independently manage an assigned territory from purchase order receipt through invoicing, work toward daily KPI targets, audit shipments for on-time delivery, reconcile inventory and pricing discrepancies, and conduct monthly agent pulse calls. Within twelve months, the employee will manage multiple territories within a region, minimize freight expenditures, streamline customer service processes, and help strengthen the team’s commitment to Atkore’s core values.
Requirements
- At least 5 years of experience in a sales or customer-facing role.
- At least 1 year of customer service experience in the lean manufacturing space.
- Experience working directly with CRM software.
- High school diploma or equivalent certificate.
- Strong Microsoft Office Suite skills, including Office, Word, Excel, and PowerPoint.
- Excellent oral and written communication skills.
- Ability to work independently and/or with little supervision in a team environment.
- Proven ability to build strong customer relationships.
- Strong problem-solving skills.
Nice To Haves
- Experience in lean manufacturing or a business system-based company.
- Bachelor’s degree.
- Experience with JD Edwards and Salesforce.com.
Responsibilities
- Handle customer service activities, including entering and tracking orders, invoicing orders, and releasing material for shipment.
- Communicate with sales agents by email and telephone to handle orders, inquiries, and follow-up promptly and professionally.
- Coordinate with demand planning, pricing, traffic, quality, and accounts receivable to improve on-time delivery.
- Manage regional territory and agent standard processes to improve the customer experience.
- Manage and report relevant KPIs for the assigned territory.
- Review traffic reports for the territory.
- Assist the Customer Service Manager with month-end closing.
- Assist with desk coverage.
- Complete onboarding and immersion activities and participate in a cross-functional Kaizen.
- Manage an assigned territory from purchase order receipt through invoicing and work toward meeting or exceeding daily department KPI metrics.
- Audit shipments for on-time delivery and reconcile inventory and pricing discrepancies.
- Conduct monthly agent pulse calls to support engagement and alignment with standard work procedures.
- Manage multiple territories within a region while minimizing freight expenditures.
- Streamline customer service processes to improve efficiency and identify ways to strengthen the team’s commitment to Atkore’s core values.
Benefits
- Medical insurance
- Vision insurance
- Dental insurance
- Life insurance
- Short-term and long-term disability insurance
- 401(k)
- Paid time off
- Paid holidays
- Leave required under federal, state, or local law
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
