Customer Account Manager

Location: Garner, NC (Onsite) • Full-time, Contract

About the role

Greene Resources is seeking a Customer Account Manager to join a growing and dynamic team. In this role, you will serve as a trusted advisor to potential, new, and existing accounts, acting as a liaison for RLG’s top clients to ensure overall customer satisfaction. You will report to the Manager, Customer Service.

Responsibilities

• Develop and sustain solid relationships with key clients by being their champion and advocating for their needs.
• Address and resolve key clients’ complaints, issues, and concerns.
• Expand current customer accounts through ongoing relationship development.
• Liaise with internal teams (Production, QA, Scheduling, Finance) to ensure timely and satisfactory resolution of customer needs and issues.
• Serve as the main point of contact between key clients and internal teams.
• Communicate and collaborate with all necessary stakeholders.
• Maintain a strong understanding of the industry and client needs.
• Maintain complete organization knowledge and product familiarity.
• Drive key output performance KPIs that impact the client.
• Create and update internal tracking and reporting systems daily to maintain accurate KPIs.
• Compile reports on account progress, goals, and forecasts.
• Ensure the integrity of quality of products shipped, on-time delivery, costing, and invoicing.
• Mitigate churn and ensure brand standards are met.
• Participate in and/or lead client meetings on a regular interval (weekly, monthly, quarterly) to discuss performance and relationship building.
• Understand customer goals and remain alert and responsive to changing customer needs.
• Demonstrate knowledge of market data and access to resources to quickly respond to new developments in the client’s business.

Requirements

• Minimum 3 to 5 years’ experience in Customer Service and/or Sales, preferably in a manufacturing environment.
• Quick learner who will dive headfirst into the product and team environments to understand intricacies.
• Strong desire to provide the ultimate Customer Experience.
• Strong sense of urgency and the ability to multitask.
• Ability to meet strict internal and external timelines and milestones.
• Ability to effectively provide, receive, and respond positively to constructive feedback.
• Ability to produce professional documents, including spreadsheets, correspondence, and email.
• Strong communication skills, both written and verbal, applicable in a corporate environment.

Skills

• Communication: Effectively communicates with internal teams as well as with clients directly to deliver customer expectations. Strong written and verbal communication with a positive attitude.
• Customer Focus: Acts as a business partner, building trust and confidence with key clients; can effectively participate in business reviews, providing honest and professional input; actively listens to the customer and develops a true understanding of their needs.
• Teamwork and Collaboration: Delivers as one team, proactively offering support to team members to contribute to RLG’s continuously improving service model.
• Change Management: Comfortable with and embraces change; identifies opportunities for improvement and provides input into the roadmap to elevate the customer experience.
• Initiative: Proactive and an opportunistic self-starter that can work independently; serves as a leader in accomplishing tasks and completing projects; initiates processes that contribute to speed and ease of doing business with RLG.
• Adaptability and Multi-tasking: Strong organizational skills and attention to detail, with the ability to multitask; effectively manages complex customer bases and serves as a mentor within the team, assisting lesser experienced reps with escalated issues and workload management.
• Problem Solving: Solution-oriented mindset, guiding and coaching others to resolution and root cause analysis to prevent future issues.

Benefits

• Paid Time Off and Paid Holidays.
• Comprehensive and Competitive Medical, Dental, and Vision coverage.
• Company Paid Short-Term Disability Insurance and Life Insurance.
• Additional Benefits: Long-Term Disability, Supplemental Life, Accident, and Critical Illness Coverage Plans.
• Excellent 401(k) retirement plan with generous company contribution.
• Onsite training and unlimited growth potential within the organization.
• Performance-based salary increases.

Pay

$60,000/year

Schedule

Monday - Friday, 8:00am to 5:00pm