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 as HGTV , Style At Home and House & Home , or by one of our Instagram influencers.

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.

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 addressing routine 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. The Customer Account Representative reports directly to our Sales Operations Manager and plays a key role in maintaining customer relationships and supporting operational efficiency through timely and accurate communication.

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

Monday - Friday in the office.

• 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 and a strong sense of 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, and minimum requirements, while strengthening customer relationships.
• Apply established sales support processes with discipline to ensure consistent and high-quality customer experience across assigned accounts.
• Remain composed and solution-focused when engaging with customers, working constructively to resolve issues and maintain satisfaction.
• Proactively identify recurring 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.
• Take full ownership of customer requests and issues, ensuring they are tracked through to resolution and that customers feel supported throughout the process.

• A degree in business, communications, marketing, or a related field is preferred; equivalent work experience in customer service will also be considered.
• Proven ability to build rapport with assigned customers, proactively strengthen relationships, and serve as a trusted point of contact.
• Demonstrates sound judgment, flexibility, and effective problem‑solving skills to adapt your service approach across 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…