Customer Account Representative

Who We Are

North America's largest manufacturer and distributor of interior millwork producing and selling interior finishings. We have been steadily growing our footprint and industry leadership for nearly 100 years. Established in 1926, still owned by the founding family, we continue to have the same focus on product excellence and a superior customer experience. We help people transform houses into homes. You've probably seen our products in the media featured on tv shows and magazines such asHGTV,Style At Homeand House & Home, or by one of our Instagram influencers.

Why should you work for Metrie? With us, you're more than just a number. We work hard to create a home for our Metrie family where you are empowered to be your best every day. Your contributions matter to us! We take pride in our culture of learning, ownership, and one team, and are committed to cultivating a diverse and inclusive workplace for everyone.

What You'll Do

As the Customer Account Representative, you will be responsible for delivering exceptional service to our customers by managing inbound and outbound communications. This primarily involves responding to incoming calls and emails to process orders, providing updates on inventory and order statuses, and addressingroutine customer inquiries and concerns.

This also involves proactive outreach through weekly outbound calls to customers with a focus on following up regarding minimum order requirements, truck fill opportunities, and resolving any outstanding issues. You will have a strong understanding of our products and customers' needs to ensure a high level of satisfaction and support.

TheCustomer Account Representative reports directly to our Sales Operations Manager andplays a key role inmaintainingcustomer relationships and supporting operational efficiency throughtimelyandaccuratecommunication.

Location:
This position is based out of our Phoenix, Arizona branch.

Work Schedule: Monday - Friday in the office.

Working in-branch, together, is the default workplace environment for Metrie to be an exceptional place to work. Being together in-person enables deeper communication, spontaneous problem-solving, direct mentoring, and continuous learning.

Responsibilities

• Deliver responsive and professional service across a high volume of inbound customer requests, including calls and emails.

• Manage more complex service activities such as quoting, inventory checks, order entry, and delivery coordination with accuracy anda strong senseof ownership.

• Demonstrate a solid level of product knowledge to effectively address customer questions and tailor solutions to meet their needs.

• Proactively conduct weekly outbound calls to assigned customers to confirm orders, truck fills, andminimumrequirements, while strengthening customer relationships.

• Apply established sales support processes with discipline to ensureconsistentand high-quality customer experience across assigned accounts.

• Remain composed and solution-focused when engaging with customers, working constructively to resolve issues andmaintainsatisfaction.

• Proactivelyidentifyrecurring issues, service gaps, or customer pain points and communicate them to the Sales Operations Manager with recommendations for improvement.

• Apply product knowledge to suggest alternatives or value-added options that align with customer requirements and business needs, when applicable.

• Be a reliable team player who supports colleagues and Outside Sales Representatives to achieve shared service goals.

• Takefull ownership of customer requests and issues, ensuring they are tracked through to resolution and that customers feel supported throughout the process.

Qualifications

• Adegree in business, communications, marketing,or a related fieldis preferred; equivalent work experience in customer service will also be considered.

• Proven ability to build rapport with assigned customers, proactively strengthen relationships,andserveas a trusted point of contact.

• Demonstrates sound judgment, flexibility, and effective problem-solving skills to adaptyour serviceapproachacross a variety of customer situations.

• Capable of shifting seamlessly between inbound and outbound communications, managing high-volume periods and urgent service demands while maintaining consistent service quality.

• Open to feedback and committed to continuous development in account management, business acumen, and customer service effectiveness.

• Strong verbal and written communication skills, with fluency in English and the ability to convey information clearly, professionally, and effectively across multiple channels.

• Highly organized, with demonstratedability to manage multiple priorities, meet deadlines, andmaintainaccuracy in a fast-paced environment.

• Skilled in task prioritization and capable of working independently whileremainingadaptable to changing business needs.

• Proficient with Microsoft Office Suite (particularly Outlook, Excel, and Teams) for efficient communication, reporting, and collaboration.

Preferred

• Knowledge of the building…