Account Representative

About the role

RahrBSG is seeking an Account Representative in Denver, CO. This position acts as the primary liaison between the company and valued customers, focusing on customer support, account management, and driving business growth through exceptional service.

Responsibilities

• Handles daily customer service needs for designated customer accounts to ensure customer retention and company standards and metrics are consistently met.
• Ensures customer and product knowledge is leveraged to provide tailored solutions that support the customer's needs.
• Develops and maintains strong, long-term relationships with customers, serving as their primary point of contact.
• Regularly reviews customer accounts to identify opportunities to best serve their needs.
• Conducts thorough research into customer concerns, effectively resolving issues or escalating them to the appropriate departments as necessary.
• Processes customer account adjustments and troubleshoots solutions.
• Ensures timely and satisfactory resolution of all customer issues.
• Processes and manages complex customer orders to ensure company accuracy, productivity, and efficiency standards are met.
• Maintains and updates customer-related information systems to ensure that the company has accurate records and collects and accesses appropriate information relevant to a customer inquiry.
• Completes research to verify freight rates and coordinates deliveries with carriers.
• Provides reliable follow-through to all customers while handling a variety of issues including the creation of service tickets.
• Works cross-functionally with various departments to coordinate order fulfillment and develop solutions that meet the needs of the customers.
• Maintains order status and provides updates to customers as needed.
• Communicates daily with sales and distribution center staff to enable all groups to create a positive customer experience by staying informed.
• Engages in regular training and self-development to hone professional skills over time.
• Continually develops product, company, and beverage production knowledge through company-developed training and self-study opportunities.
• Acts as a resource for resolving customer issues while operating within the company’s standard operating procedures.
• Mets and exceeds performance targets and KPIs related to customer satisfaction and service delivery.
• Provides support across various territories as needed, adapting to operational requirements and ensuring consistent customer coverage.
• Acts as a positive and professional company advocate with internal and external stakeholders.
• Performs additional duties as requested which support, assist, and enhance Customer Service and Sales Department objectives.

Requirements

• High school degree or equivalent required.
• 1+ years of experience in a customer service or related role.
• Strong computer knowledge/proficiency in Microsoft Office, and advanced Excel skills preferred.
• Microsoft Dynamics and Salesforce Service Cloud experience a plus.
• Knowledge of and experience with homebrewing/home fermentation and/or beer industry experience or knowledge is preferred.

Qualifications

• Comprehensive understanding of customer service practices, including handling complaints, providing information, and ensuring customer satisfaction.
• In-depth knowledge of the company’s products and services to provide accurate and helpful information to customers.
• Demonstrated ability to learn quickly and translate knowledge into tailored solutions.
• Exceptional verbal and written communication skills to clearly and effectively interact with internal and external customers.
• Excellent customer service, negotiation, and interpersonal skills, with the ability to recognize and support the specific needs of both internal and external customers.
• Ability to pay attention to details to ensure accurate information is provided and customer records are maintained correctly.
• Ability to make quick and informed decisions to resolve customer issues.
• Ability to quickly learn new processes and address a range of customer issues from billing inquiries to order changes.
• Proven problem-solver who can successfully and efficiently identify and resolve issues by gathering and analyzing information and recommending alternative solutions.
• Proven ability to manage difficult or emotional customer situations by responding promptly to customer needs, soliciting customer feedback to improve service, responding to requests for service and assistance, and consistently meeting commitments.
• Proven ability to resolve conflict, maintain confidentiality, and be an active listener who is open and receptive to change.
• Flexibility to adjust to different customer personalities, needs, and situations.
• Strong time-management skills with the ability to manage competing priorities under pressure and within respective deadlines.
• Open to ongoing feedback from customers, coworkers, and leaders to help continuously develop skills for success.
• Self-motivated and driven employee that volunteers readily, seeks increased responsibilities, takes independent actions and calculated risks, looks for and takes advantage of opportunities, and asks for and offers help when needed.
• Committed company advocate with the proven ability to maintain a positive, professional attitude with internal and external customers.

Benefits & Perks

• Hourly rate starting at $20/hr and up
• Annual Bonus
• Medical benefits with coverage paid for at 90%
• Dental and Vision Programs
• Generous Annual 401(k) Company Contribution of 15%
• Employee Assistance Program
• Paid Life Insurance
• Short Term Disability
• Long Term Disability
• Tuition Reimbursement
• Generous PTO Sick Time
• 12 Paid Company Holidays
• Parental Leave
• Career Growth and Progression Paths