Customer Service Account Manager II

Atkore • Harvey, IL

3d • Onsite

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, supports on-time delivery, and improves the customer experience. The position works closely with sales agents and cross-functional departments, manages regional territories and agent processes, and monitors territory-related KPIs.

The role includes a progression of responsibilities: within three months, the employee is expected to complete onboarding, learn how the role connects to Atkore’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, reconcile inventory and pricing discrepancies, and conduct monthly agent pulse calls. Within twelve months, the employee is expected to manage multiple territories within a region, minimize freight expenditures, streamline customer-service processes, and support 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 skills, including Office, Word, Excel, and PowerPoint.
• Excellent oral and written communication skills.
• Ability to work independently 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, tracking, and invoicing orders and releasing material for shipment.
• Communicate with sales agents by email and telephone regarding orders, inquiries, and follow-up.
• Coordinate with demand planning, pricing, traffic, quality, and accounts receivable to improve on-time delivery.
• Manage regional territories and agent standard processes to improve the customer experience.
• Manage and report relevant territory KPIs.
• Review traffic reports for the assigned territory.
• Assist the manager with month-end closing.
• Assist with desk coverage.
• Complete onboarding and participate in a cross-functional Kaizen.
• Perform order inquiries, order entry, and order follow-up.
• Manage an assigned territory from purchase-order receipt through invoicing.
• 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 processes to improve customer-service efficiency.
• Identify ways to strengthen the team’s commitment to Atkore’s core values.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Short-term disability insurance
• Long-term disability insurance
• 401(k)
• Paid time off
• Paid holidays
• Other leave required under federal, state, or local law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED