Customer Service Account Manager

Tuuci•Hialeah, FL

2d•Onsite

About The Position

We are looking for a Customer Service Account Manager with the drive and capability to grow into a supervisory role as our team scales. You'll start as a hands-on product expert owning customer relationships, resolving issues, and delivering seamless experience from order placement to post-purchase support — while also taking on early leadership touchpoints such as mentoring newer team members, contributing to process improvements, and helping shape team goals. The ideal candidate combines strong individual-contributor instincts (communication, technical acumen, problem-solving) with prior exposure to leading people or projects and is ready to be developed into a department leader. This role is designed as a runway into department leadership. As you master the account management function, you'll be given increasing opportunity to lead and direct teams, develop talent, and manage budgets.

Requirements

Exceptional communication skills – both written and verbal.
Strong project management abilities – keeping tasks organized and on track.
Tech-savvy mindset – proficiency in Microsoft Office (Word, Excel, PowerPoint).
Critical thinking skills – able to make independent decisions and take initiative.
Detail-oriented approach – accuracy and precision in handling customer interactions.
Team-player attitude with natural leadership instincts – ability to collaborate across and eventually guide multiple departments.
Ability to manage shifting priorities with ease.
Reliable attendance and punctuality – a must for team success.
Bachelor's degree.
At least one year in customer service, preferably in a creative or design-related industry.

Nice To Haves

Prior experience leading people, projects, or a small team is a strong plus.
Supervisory or team-lead exposure preferred.

Responsibilities

Build and maintain strong relationships with customers by providing outstanding service and proactive solutions.
Communicate efficiently and professionally via phone and email to resolve inquiries quickly.
Guide customers through installation and troubleshooting processes, ensuring seamless product operation.
Address and resolve product or service issues by identifying the root cause and implementing the best solutions.
Process and track warranty claims, assisting customers in expediting resolutions.
Manage service and product complaints in CSI, ensuring timely follow-ups and case resolutions.
Provide real-time updates on order status, lead times, and changes as requested.
Maintain accurate order details in the system, including delivery dates, specifications, and shipping information.
Generate freight quotes and assist with shipping inquiries.
Collaborate with the Quality Control and Engineering teams to provide product feedback and resolve technical challenges.
Work closely with Sales to assess and process returns, ensuring smooth transactions.
Process credit memos, returns, and billing adjustments, partnering with accounting to resolve discrepancies.
Support cross-functional teams, including Sales, Accounting, and Shipping, in problem-solving and process improvements.
Support daily operations, align staff goals with company objectives, set clear performance milestones, delegate tasks based on individual strengths, and report progress and operational updates to the department Director.
Coach and mentor newer teammates, support the performance review process, and partner with HR on recruiting, onboarding, and retention initiatives.
Gain exposure to department financials, P&L data, and cost controls.