Jr. Account Manager

Fortive•Everett, WA

About The Position

Junior Account Manager: 1. Serve as the Primary Customer Contact Point for support Respond promptly and professionally to all customer inquiries via phone, email, or chat. Provide product information, order updates and support guidance. Primary point of contact for the organization for customers needing assistance or issue resolution. 2. Support Sales Representatives with Post-Sale Activities Collaborate closely with assigned sales reps to understand key account needs. Track customer orders, follow up on delivery timelines, and address any issues. Assist in managing renewals, contract follow-ups, and service/LMP scheduling as needed. 3. Manage and Resolve Customer Complaints and Issues Triage incoming customer complaints and determine the appropriate resolution path. Coordinate with internal departments (e.g., billing, manufacturing, laboratory, tech support) to drive fast resolutions. Ensure consistent and empathetic communication with customers during resolution processes. 4. Maintain Accurate CRM and Case Management Records Log all customer interactions, complaints, and resolutions in MSD with detail and accuracy. Maintain customer profiles, interaction history, and notes to enable seamless team handoffs. Ensure all cases/tickets are properly categorized and closed within designated timeframes. 5. Drive Proactive Communication and Follow-up Monitor open tickets and service requests to ensure timely follow-up with both customers and internal stakeholders. Notify sales reps of customer issues or potential dissatisfaction that could impact retention. Provide updates to customers on status, next steps, or delays with a solutions-focused mindset. 6. Support Sales Processes and Documentation Assist with preparation of quotes, proposals, or product literature as requested by sales. Follow up with customers for missing documents, approvals, or order confirmations. Help coordinate onboarding materials or training planning for new customers. 7. Collaborate with Internal Teams to Improve Service Identify recurring service issues or process inefficiencies and report trends to leadership. Recommend improvements to workflow, communication, or customer touchpoints. Participate in team huddles or process improvement projects to enhance the customer experience. 8. Maintain Knowledge of Products, Services, and Promotions Stay informed about updates to product offerings, promotions, pricing, or service changes. Share relevant products or promotional details with customers when appropriate. Coordinate with marketing or sales enablement teams to ensure up-to-date collateral is used. 9. Support Reporting and KPI Monitoring Track personal and team-level metrics related to response times, resolution rates, and satisfaction. Share insights with the team to continuously improve service delivery and support outcomes. 10. Provide Backup Support During Peak Times or Team Absences Step in to assist other customer support reps or cover critical accounts when needed. Flex to help with outbound follow-ups or sales campaigns during launches or promotions.