Account Management Representative

2 months ago


Fitchburg, Massachusetts, United States PGT Innovations Full time
About the Role

We are seeking a highly skilled and motivated Customer Success Associate to join our team at PGT Innovations. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic account management.

Key Responsibilities
  • Customer Engagement: Serve as a primary point of contact for a complex customer base, providing timely and effective support to meet their needs and exceed their expectations.
  • Order Management: Discuss, interpret, and edit orders and quotes in our ERP and CRM systems, ensuring accuracy and efficiency in the ordering process.
  • Document Preparation: Prepare and sort documents, identifying data to be entered and ensuring accuracy in the process.
  • Quote and Order Fulfillment: Complete quotes and deliver them to customers within the response time frame, communicating extensively with customers and internal teams through CRM systems.
  • Collaboration and Communication: Work closely with Product and Drawing Specialists to resolve complex orders or quotes, and collaborate with teammates to ensure customer satisfaction.
  • Problem-Solving and Conflict Resolution: Identify and assess customer needs, provide accurate and complete information, and resolve customer conflicts in a timely and effective manner.
  • Performance Metrics and Reporting: Meet personal and team KPIs, providing regular updates and insights to management.
Requirements
  • Education and Experience: General knowledge of PGT Innovations products, general understanding of ERP and CRM systems, and proficiency in MS Office and other required systems.
  • Communication and Interpersonal Skills: Excellent written and verbal communication skills, with the ability to work independently and as part of a team.
  • Problem-Solving and Analytical Skills: Strong problem-solving and analytical skills, with the ability to recognize errors, inconsistencies, or missing data in source documents or entry systems.
About PGT Innovations

At PGT Innovations, we are committed to building a collaborative and supportive team environment that fosters growth, innovation, and customer satisfaction. We offer a competitive compensation package, career advancement opportunities, and a comprehensive benefits program.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about delivering exceptional results, we encourage you to apply for this exciting opportunity.



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