Customer Account Representative

Job purpose The Customer Success Representative is responsible for delivering high-quality customer experience by serving as a primary point of contact for customer inquiries, orders, and support needs. This role ensures timely, accurate, and solution-oriented communication while proactively identifying opportunities to improve customer satisfaction and operational efficiency. The position exists to strengthen customer relationships, support the sales process, and drive long-term customer value through responsiveness, collaboration, and continuous improvement. Essential Duties and Responsibilities Customer Support & Communication Serve as the primary point of contact for customer inquiries (phone, email, in-person) Respond promptly and professionally to questions related to quotes, orders, shipping, and product details Monitor shared inboxes and ensure all customer communication is handled professionally and with urgency Process RFQs (requests for quotes), create project folders, and enter opportunities into CRM system Issue Resolution & Problem Solving Communicate customer concerns quickly and effectively to appropriate internal team members Escalate complex technical or project-related issues when needed Coordinate with engineering, sales, and operations to ensure timely resolution Order & Account Management Support order processing, updates, and account maintenance Ensure accuracy of customer data, pricing, and order status communication Cross-Functional Collaboration Partner with sales, engineering, and production teams to deliver seamless customer experiences Route inquiries to appropriate team members when needed Proactive Customer Success Identify customer needs, anticipate issues, and communicate solutions Perform follow-ups and quality checks to ensure satisfaction Support sales efforts by strengthening relationships and identifying growth opportunities for the account management team. Be a brand ambassador Systems & Process Execution Utilize CRM, ERP, and internal systems to track interactions and manage work Maintain documentation of customer interactions and project updates. Support continuous improvement initiatives and follow company policies and procedures Exemplify the

Company Values of:

Respect, Ownership, Innovation, and Contribution Be willing to evolve and grow professionally and personally Accept additional assigned responsibilities as assigned or when required by customer needs Qualifications Experience & Technical Skills 2+ years in a professional customer service, sales support, or office role Experience with CRM/ERP systems and strong Microsoft Office proficiency Core Competencies Customer-focused mindset with a strong sense of ownership Communication skills (clear, professional, and responsive) Problem-solving ability with attention to detail Organization & multitasking in a fast-paced environment Behavioral Traits Positive, empathetic, and professional demeanor Self-starter who proactively seeks solutions and improvements Strong collaborator who works effectively across teams Adaptable and open to learning in a dynamic manufacturing/sales environment Ability to build strong customer relationships and trust Comfort supporting technical or engineered products Alignment with values like ownership, responsiveness, and continuous improvement Working conditions and Physical Requirements This job requires someone to mostly sit at a desk.

Pay:

$22.50 - $26.00 per hour

Benefits:

401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Tuition reimbursement Vision insurance Volunteer time off

Work Location:

In person