Job Description

POSITION PURPOSE:

The Customer Account Manager will provide outstanding service acting as the primary point of contact for customers regarding ACPG products and services. This role will provide callers with thorough service that builds relationships, resolves issues and increases overall trust and satisfaction in ACPG’s products and services.

PRINCIPAL ACCOUNTABILITIES:

• Handle high volume incoming telephone inquiries (Average of 50-60/day).
• Work to develop and build ongoing customer relationships; ensure a continued level of excellence within customer service while maintaining a balance between company policy and customer benefit in decision making.
• Continually maintain working knowledge of all company products, capabilities and promotions. Educate customers about terminology, features and benefits of products in order to improve product related sales and customer satisfaction.
• Manage time effectively, meet personal goals and work in collaboration with other members of the ACPG team including purchasing, sales, and production staff.
• Receive inbound sales calls and incoming faxed or emailed quote requests from existing customers. Determine customer requirements and expectations in order to recommend specific products and solutions.
• Manage customer service related activities, including customer escalations/complaint resolution, by working closely with sales, operation and credit teams.
• Increase sales and average order size by means of cross-selling, up-selling, add-on sales and offering promotional sale items.
• Handle confidential information with discretion.
• Adhere to all company standards and policies.
• Maintain a clean and orderly work area.
• Conduct himself/herself in a professional manner in accordance with company guidelines.
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Exceptional Customer Service skills and proven ability to perform in an unpredictable, fast-paced environment.
• Strong phone etiquette skills, verbal communications, grammatical and professional business skill sets.
• Strong organizational skills to manage multiple tasks with attention to detail.
• Effective communication, interpersonal, and organizational skills.
• Tenacity in overcoming obstacles while maintaining productive and positive working relationships.
• Ability to execute in a rapidly changing fast paced environment that requires strong team work.
• Advanced computer skills with experience with Microsoft Office applications and the capacity to learn new systems.

EDUCATION AND EXPERIENCE

Required:

• Associates Degree in related area
• 2 or more years of experience in a customer service role, inside sales experience a plus

Preferred:

• Bachelor’s Degree in related area

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, and walk throughout the building. The employee is frequently required to reach with hands and arms. The employee must regularly lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Starting hourly pay: $24.00

Benefits Overview:

• 401(k)
• 401(k) matching
• Bereavement leave
• Community involvement time off
• Dental insurance
• Earned time off
• Employee assistance program
• Family and medical leave
• Flexible spending account
• Health insurance
• Health savings account
• Holiday pay
• Life insurance/accidental death and dismemberment
• Military leave
• Parental leave
• Referral program
• Short-term and long-term disability
• Vision insurance
• Flexible schedule
• Weekly pay