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Customer Service Account Manager

3 months ago

Philadelphia, United States Atkore International Full time
Description

Customer Service Account Manager

Who we are:

Atkore is forging a future where our employees, customers, suppliers, shareholders, and communities are building better together - a future focused on serving the customer and powering and protecting the world.

With a global network of manufacturing and distribution facilities, Atkore is a leading provider of electrical, safety and infrastructure solutions.

Who we are looking for:

We are currently looking for a Customer Service Account Manager to be based out of Philadelphia, PA 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.

What you'll do:

  • 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
  • Assist Manager with Month End Closing
  • Assist with Desk Coverage

What you'll bring:

  • 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

Within 3 months, you'll:

  • 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, you'll:

  • 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, you'll:

  • 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.

Atkore is a four-time Great Place to Work certified company and a two-time Top Workplaces USA award winner We're committed to creating an engaged, aligned workforce driven by a collaborative culture. Our team strives for breakthrough results and stays focused on being standout leaders. We consistently live the Atkore mission, strategic priorities, and behaviors consistent with our core values.

Join our team and align yourself with an industry leader

#LI-KB1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)