Job Description

Overall Responsibilities:
As the company grows, this role focuses on delivering best in class customer service. The Customer Service Key Accounts Manager reports to the Customer Service Manager and serves as the primary point of contact for key customers across all product lines. This position ensures customer satisfaction, enhances the overall customer experience, and collaborates closely with Sales, Engineering, Finance, and Operations in a fast paced, hands on environment. This role also supports customer service projects focused on process improvements and implementation.

RESPONSIBILITIES:
• Build and maintain strong, profitable relationships with top-tier customers.
• Ensure consistent customer experience across all departments.
• Partner with Sales, Engineering, and Operations to manage the customer lifecycle from quoting through delivery and post-delivery support.
• Resolve customer complaints quickly and effectively.
• Identify and address premier customer needs.
• Recognize and escalate potential issues appropriately.
• Identify and define opportunities for improvement.
• Manage projects, timelines, and support assignment decisions.
• Support with the rollout and implementation of new applications and platforms.
• Assist with fleet requests and inner branch order transfers.
• Perform other duties as needed.

Characteristics and skills:
• Proven experience supporting premium-level customers.
• Strong relationship-building and customer retention skills.
• Strategic and analytical problem-solving abilities.
• Excellent communication skills with a focus on company values.
• Ability to conduct customer satisfaction surveys and apply findings.
• Strong collaboration skills across sales, service, and leadership teams.
• Ability to manage multiple complex tasks simultaneously.
• Strong organization and project coordination skills.
Educational and other requirements:
• Bachelor’s degree in business, Marketing, Communication, or equivalent experience.
• Strong analytical and data-driven decision-making skills.
• Exceptional leadership and communication abilities.
• Advanced proficiency in Microsoft Office and ERP systems (JDE preferred).
• Comfortable engaging with customers virtually.
• Strong interpersonal skills and a positive, customer-focused attitude.
• Strong product knowledge and teamwork skills.
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