Customer Service Account Manager

Matthews International•Pittsburgh, PA

2d•Onsite

About The Position

Matthews International, a company with over 175 years of success and stability, is seeking a Customer Service Account Manager. This role serves as the communication link between customer/sales/production, providing high-level, professional customer service. The Customer Service Account Manager responds to customer inquiries via telephone, email, written communication, or personal contact to provide product/service information and resolve routine and complex problems and requests with accuracy and efficiency.

Requirements

High School Diploma or GED.
Associate Degree or equivalent from two-year college or technical school preferred.
3+ years of previous customer service experience preferred; or equivalent combination of education and experience.
Occasional travel either locally, nationally, and/or internationally may be required.
High degree of proficiency MS Office Suite, Outlook & Internet applications.
Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
Solid understanding and application of mathematical concepts.
Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
Ability to work with and influence peers and senior management.
Self-motivated with critical attention to detail, deadlines and reporting.
Ability to work overtime as necessary.

Responsibilities

Provide a high level of customer service via telephone, email, written communication or personal contact to resolve mostly routine problems and requests.
Identify and assess customers’ service needs and refer to other service or technical departments for follow up or additional information as needed.
Ensure order instructions and information are submitted accurately and per customer specifications.
Maintain current and accurate order entry information in all required software programs.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Additional duties as assigned.