Service Account Manager

ALKEGEN•North Augusta, SC

3d•Onsite

About The Position

The Account Manager, Service acts as the liaison between external customers, sales engineers, internal warehouses & manufacturing groups. The Account Manager, Service is responsible for managing customer and distributor orders and resolving problem areas to provide a positive buyer experience. The job requires tact, attention to detail, the ability to make quick decisions, and the talent to juggle multiple responsibilities.

Requirements

High School Diploma required.
A minimum of 2-5 years of customer service experience in an office setting is required.
Proficiency in Microsoft Word and Excel required
Ability to rotate with other Service Representatives to provide holiday coverage.

Nice To Haves

Associate's or Bachelor's degree in relevant field preferred.
Manufacturing company experience preferred.
Preferred working knowledge of US trade compliance including import and export compliance, ITAR, NAFTA, Other free trade agreements, Made in the USA rules, Harmonized tariff rules
Must have excellent communication skills and strong detail orientation.
Capable of handling multiple priorities and adapting to change with ease.
Willing to take on additional tasks and work effectively on a team.
knowledge of NOS preferred.

Responsibilities

Coordinate domestic and international shipments with internal sales/customer service teams, carriers, and freight forwarders
Prepare and ensure accuracy of all shipping and export documentation, ensuring compliance with applicable regulations and customer requirements
Manage shipment scheduling, tracking, and coordination to meet delivery timelines
Support compliance with international shipping practices, including documentation requirements
Communicate proactively with internal stakeholders and external partners regarding shipment status and changes
Maintain accurate and timely shipping and receiving records
Enter and manage customer orders within the company’s ERP system
Review orders, work instructions, and special requirements for accuracy and completeness
Provide order confirmations, updates, and status communication directly to customers
Serve as a direct point of contact for customers regarding orders and shipment-related inquiries
Support coordination of issue resolution (e.g., delays, discrepancies) by working with internal teams and communicating updates to customers
Assist customer service team with general order management and administrative support
Maintain strong verbal and written communication with customers, vendors, carriers, and internal teams
Support and adhere to company policies, procedures, and Quality Management System (QMS) requirements
Identify opportunities to improve processes related to shipping, order management, and customer communication
Perform additional projects or duties as assigned by the North America Sales Manager
Maintains an ongoing relationship with assigned customers and commercial partner.
Responsible for ensuring that the order has been entered correctly and that the customer has received acknowledgment with a realistic delivery date.
Work closely with Production Control, Purchasing, and Shipping to ensure our customers’ needs are being met
Will need to have basic knowledge of export order processing including ocean and air export shipment regulations and familiarity with NAFTA and other free trade agreements.