Account Representative Lead

About the role

Colonial Chemical Solutions, Inc. (CCS), a leading independent chemical distributor throughout the United States, focuses on customer service, sustainability, and innovative solutions for our business partners. The Account Representative (AR) Lead provides support to the Account Rep team and team trainers, assisting with the department that offers sales support and handles customer setup requirements. This role operates in a team-oriented, fast-paced environment where multitasking and prioritization are critical. The AR Lead schedules and manages workload, guides and develops team members, collaborates across departments, and supports leadership in enhancing the customer experience.

Responsibilities

• Provides overall customer support to internal and external customers.
• Researches, documents, and corrects customer information in various computer systems.
• Reviews customer issues and problems, coordinating resolution with appropriate departments.
• Assists the Customer Service Manager and serves as backup.
• Fulfills all duties of Account Rep I & II.
• Assists with training and on-boarding of new hires, providing feedback to the Customer Service Manager.
• Maintains the onboarding process for new hires and submits signed-off training documentation.
• Manages a few key accounts and steps in to handle other accounts as needed.
• Assists with identifying and providing feedback on AR account lists and workloads, recommending changes or training when necessary.
• Handles standard and custom reports requested by management, including weekly/monthly orders entered.
• Serves as backup for the Manager on approvals for special pricing, quotes, and adjustments.
• Provides feedback to IT on potential ERP system or program modifications.
• Assists with or leads special projects in addition to daily responsibilities.
• Coordinates training sessions (new or refresher) for new systems or processes, including supplemental training.
• Facilitates AR team meetings as needed.

Requirements

• High School Diploma or GED is required; Bachelor’s Degree is strongly preferred.
• Minimum of 4 years of experience in a Customer Service and Data Entry role.
• Minimum of 4 years of experience in the chemical industry.
• Minimum of 4 years of experience using an Enterprise Resource Planning (ERP) system is preferred.
• Supervisory or leadership experience is preferred.
• Project management ability is required.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong computer skills, including databases and Customer Relationship Management (CRM) systems.

Physical Demands

This position primarily involves working in an office environment with prolonged periods of sitting and computer use. The employee may occasionally stand, walk, bend, reach, and lift or carry items weighing up to 20 pounds. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of the position.

Hiring is contingent upon eligibility to work in the United States.