Customer Service Account Manager

Resource Label Group•Garner, NC

About The Position

Your role as a Customer Account Manager is to help businesses be successful using our products. A key part of your role is to serve as a trusted advisor to potential,new and existing accounts assigned to you. You will serve as a liaison for RLG’s top clients to ensure overall customer satisfaction. This person reports to the Manager, Customer Service.

Requirements

Minimum 3-5 years’ experience in Customer Service and/or Sales, preferably in a manufacturing environment
Quick learner who will dive headfirst into the product and team environments to understand intricacies
Strong desire to provide the ultimate Customer Experience.
Strong sense of urgency and the ability to multitask.
Ability to meet strict internal and external timelines & milestones.
Ability to effectively provide, receive and respond positively to constructive feedback.
Ability to produce professional documents, including spreadsheets, correspondence, and email.
Strong communication skills, both written and verbal, applicable in a corporate environment.

Responsibilities

Develop and sustain solid relationships with key clients by being their champion and advocating for their needs. Addressing and resolving key clients’ complaints, issues, concerns
Expand current customer accounts through ongoing relationship development
Liaise with internal teams to ensure resolution of customer needs and issues are addressed in a timely and satisfactory manner (Production, QA, Scheduling, Finance). You are the main point of contact between key clients and internal teams.
Communicate and collaborate with all necessary stakeholders.
Maintain a strong understanding of the industry and client needs. Maintain complete organization knowledge and product familiarity.
Drive key output performance KPIs that impact the client.
Create and update internal tracking and reporting systems daily to maintain accurate KPI’s. Compiling reports on account progress, goals, forecasts.
Ensure the integrity of quality of products shipped, on time delivery, costing, invoicing.
Mitigate churn and ensure brand standards are met.
Participate in and/or lead client meetings on a regular interval (weekly, monthly, quarterly basis) on performance, relationship building on time delivery, etc.
Understand customer goals and remain alert and responsible to changing customer needs.
Demonstrate knowledge of market data and access to resources to quickly respond to new developments in the client’s business.