Customer Account Manager

• Build and maintain strong, long-term relationships with customers, acting as a trusted point of contact and business partner
• Serve as a liaison between customers, Regional Sales, and internal departments to ensure seamless communication and service delivery
• Manage customer interactions via phone, email, and customer portals with urgency, accuracy, and professionalism
• Process and manage orders, pricing requests, literature requests, dealer referrals, and technical inquiries
• Track order lifecycle, confirm order status, and provide accurate shipment and logistics updates
• Support customers with claims, credits, corrective invoices, complaints, and RMAs with a solutions-oriented mindset
• Maintain working knowledge of product catalogs, distribution channels, and customer buying patterns
• Support upselling and customer growth opportunities through account familiarity and proactive engagement
• Utilize ERP and EDI systems to streamline workflows and reduce administrative burden
• Participate in technical and professional development training programs
• Maintain basic logistical knowledge related to customer orders, fulfillment, and distribution processes
• Meet and exceed performance metrics tied to response time, customer satisfaction, order accuracy, and service quality

Qualifications & Experience

• Experience in B2B customer service, account support, inside sales support, or account management
• Background in manufacturing, distribution, HVAC, plumbing, industrial, or building materials environments strongly preferred
• Strong understanding of customer dynamics, distribution models, and commercial account structures
• ERP system experience required (Infor M3 preferred)
• Familiarity with EDI systems
• Proficiency in Microsoft Outlook, Excel, Word, and Google Docs
• Excellent written and verbal communication skills
• Strong organizational skills with high attention to detail
• Ability to multitask, prioritize, and manage competing demands
• Self-starter with strong problem-solving and critical-thinking capabilities
• Commercial mindset with the ability to operate as a business partner, not just a service representative