Customer Service Account Manager II

About the role

We are currently looking for a Customer Service Account Manager II to be based out of our Fort Worth, TX facility. Reporting to the Customer Service Manager, this person will be responsible for managing the order process while driving on time delivery and improving the customer experience across Atkore.

Responsibilities

• Handle all aspects of customer service, including entering, tracking, and invoicing orders and releasing material for shipment.
• Heavy communication (via email and telephone) with sales agents to handle all orders, inquiries, and follow up in a prompt and professional manner.
• Communicate and coordinate with cross functional departments such as demand planning, pricing, traffic, quality, and accounts receivable to improve on time delivery.
• Manage Regional Territory and agent standard processes to improve the customer experience.
• Manage and report out on relevant KPIs related to your territory.
• Review traffic reports for their territory.
• Audit shipments for on time delivery and reconcile inventory and pricing discrepancies.
• Conduct monthly agent pulse calls to ensure engagement and alignment with standard work procedures.

Requirements

• 5+ years of experience in a sales or customer facing role.
• 1+ years of customer service experience in the lean manufacturing space.
• Experience working directly with CRM software required.
• Experience in lean manufacturing or business system-based company is preferred.
• High School diploma or equivalent certificate required. Bachelor’s degree preferred.
• Strong Microsoft Office Suite skills (Office, Word, Excel & Power Point).
• Experience with JD Edwards and Salesforce.com is a plus.
• Excellent oral and written communication skills.
• Ability to work independently and/or with little supervision in a team environment.
• Proven ability to build strong relationships with customers.
• Strong problem-solving skills.

Qualifications

• Within 3 months: Complete Atkore’s onboarding and immersion program. Gain an understanding of how your role ties into Atkore’s mission and strategic plan. Participate in a Kaizen with a cross functional team to drive process improvement. Perform basic order inquiry, entry, and order follow-up activities.
• Within 6 months: Handle an assigned territory independently from PO receipt to invoicing. Work towards meeting or exceeding the departments daily KPI metrics. Audit shipments for on time delivery and reconcile inventory and pricing discrepancies. Conduct monthly agent pulse calls to ensure engagement and alignment with standard work procedures.
• Within 12 months: Manage multiple territories within a region while minimizing freight expenditures. Drive innovation within your role by streamlining processes to drive efficiencies in customer service. Identify ways to strengthen the team’s commitment to Atkore’s core values of Accountability, Teamwork, Integrity, Respect and Excellence.

Skills

• Strong communication skills.
• Ability to work independently and/or with little supervision in a team environment.
• Proven ability to build strong relationships with customers.
• Strong problem-solving skills.

Benefits

Benefits available include: Medical, vision, and dental insurance, Life insurance, Short-term and long-term disability insurance, 401k, Paid Time Off, Paid holidays. Any leave required under federal, state, or local law. Benefits are subject to vesting and eligibility requirements.