Customer Experience Account Manager

For more than 165 years, Mueller Water Products, Inc. has been building the future of water infrastructure. From lifesaving fire protection to data intelligence, we develop products and solutions that help cities and utilities deliver clean, safe drinking water across North America. Our purpose is to connect communities to water, life’s most essential resource, through exceptional products and people. We are united by values of respect, integrity, trust, inclusion, and safety, and we work collaboratively to solve challenges, enrich lives, and safeguard the future.

About the role

Mueller Company (Mueller Co.), the nation's leading manufacturer of flow control devices for the water and gas distribution industries, has an immediate opening in our Gas Products Division for a Customer Experience Account Manager. This position does not involve cold-calling or outbound sales. Instead, it focuses on providing account updates and support to established partners and customers. The role blends inside sales, customer service, and technical support, working closely with Gas Sales Management, Regional Sales Managers, and the Customer Experience team to ensure a fantastic experience for Gas customers.

This position is located at Mueller's Shared Services office in Decatur, Illinois and reports to the Gas Customer Experience Manager.

Responsibilities

• Develop and maintain solid relationships with end-user personnel to enhance the customer service experience.
• Provide technical information in response to field inquiries.
• Determine customer requirements and expectations to recommend specific products and solutions.
• Educate customers on product features and benefits to improve sales and satisfaction.
• Support outside sales by providing product selection, applications, limitations, and price quotations to end users and Regional Account Managers.
• Recommend alternate products based on cost, availability, or specifications.
• Resolve customer complaints and issues, including all necessary paperwork and follow-up.
• Assess and address external customer needs by providing stock checks, expedites, technical support, order history, shipment tracking, and order entry.
• Act as a liaison between Regional Account Managers/customers and various plants.
• Work closely with Planners and Manufacturing Department Heads to provide current information on expedite requests and lead times.
• Carry out additional job responsibilities and duties as required.

Requirements

• Documented work experience with direct inside sales and/or customer service support in sales, marketing, or customer support.
• High degree of technical competency; must understand the operation of mechanical systems.
• Intermediate computer experience with proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• Exceptional verbal and written communication skills.
• Ability to work in a team setting and gain trust and respect across various locations and the customer base.
• Customer-oriented with the ability to make quick decisions in a professional and confident manner.
• Demonstrated organizational and time management skills.
• Technical/mechanical background.

Qualifications

• 2+ years of customer service and/or inside sales experience in a manufacturing environment (ideal).
• Bachelor’s degree, preferably in business, engineering, communications, technology, or a sales-related discipline (ideal).
• Strong experience in mainframe programs for inventory control, such as AS400/JD Edwards (JDE) (ideal).
• Familiarity with database programs such as Act/Outlook (ideal).
• Experience with phone-based customer service support systems (ideal).

Applicants not meeting the "Required Qualifications" will not be considered.

Schedule

• Primary work hours: Monday through Friday.
• Regular start time: between 7:00 - 8:00 a.m., with an end time between 4:00 - 5:00 p.m.
• 60-minute unpaid lunch break.
• Overtime may be required intermittently (non-exempt position, eligible for overtime pay).

Pay

Starting hourly rate: $27.50/hour USD. The compensation range reflects a good-faith estimate of starting base pay for full-time (40 hours per week) employment as of the posting date. Individual compensation may vary based on professional experience, job-related skills, achievements, and work location.

Benefits

• Medical, dental, and vision insurance.
• 401k plan with 5% Company match.
• Employee Stock Purchase Plan (ESPP).
• Short-term and long-term disability benefits.
• Vacation and 100% paid parental leave.
• Tuition reimbursement program and student debt retirement matching.
• Well-being program and Employee Assistance Program (EAP).
• Company-provided life insurance and supplemental insurance at group rates.