Customer Service Account Manager

Description

• Perform additional duties as assigned with minimal supervision while maintaining high attention to detail and responsiveness.
• Build and maintain strong partnerships with assigned Sales Representatives to drive collaboration and achieve territory goals.
• Handle inbound calls and emails with professionalism, resolving customer inquiries promptly and accurately in a fast-paced, multitasking environment.
• Process RGAs and manage RTI or buy-back program requests accurately and promptly.
• Monitor and run order reports to ensure timely shipment of open orders, release of holds, and fulfillment of backorders.
• Track and analyze sales performance, KPIs, and backorder trends, proactively addressing any gaps or issues.
• Work closely with the Senior Account Manager to identify, track, and pursue new sales opportunities.
• Take full ownership of customer issues from initiation to resolution, ensuring an exceptional customer experience and 100% satisfaction.
• Prepare and maintain detailed documentation and reports on customer interactions, promotions, and order activity.
• Identify opportunities to improve customer service processes, tools, and communication workflows.
• Maintain accurate and up-to-date opportunities, quotes, and customer records in FreeAgent.
• Develop deep product knowledge of all MaxLite offerings to provide informed and effective customer support.
• Manage order fulfillment for your assigned sales territory, including order entry, administration, and shipping coordination.
• Collaborate cross-functionally with Operations, Product Management, and Logistics teams to meet customer needs efficiently.

Requirements

• Strong ability to work independently, prioritize tasks, attention to detail and solve problems in a fast-paced environment.
• 3-5 years of experience in a customer service/account management role
• Must be able to commute to the work location
• Must be able to push, pull, lift up to 15 pounds on occasion
• Must be able to walk, talk, sit, stand, bend, listen, type, read
• Bachelor Degree
• Experience and understanding of the lighting industry highly desired
• This is an on-site position required to work out of our Pine Brook, NJ Headquarters, Monday through Friday, 5 days per week during the assigned shift schedule
• Proficient in Microsoft Office Suite, AI, and technologies
• Exceptional listening, comprehension, and oral/written communication skills – including grammar, spelling, punctuation and writing composition skills.

Benefits

• Health benefits (medical, dental, vision)
• Growth opportunities
• Competitive salary + bonus
• Paid time off (sick, vacation, holidays)
• 401(k) w/ company match
• Life and disability insurance

Training + Development

Interview process

Visa Sponsorship

Security clearance