Account Experience Lead - CX & Process Improvement

Tilley Distribution; Belcamp (MD); On-site; USD 60,000 - 85,000; Full time

Job summary

Tilley Distribution in Maryland is seeking an Account Representative to partner with the Oil and Lubricants market and cross-functional teams to elevate the customer experience from order initiation to final resolution.

You will coordinate the full order lifecycle, keep customers informed, manage risks, and collaborate with Sales, Operations, Logistics, Finance to remove blockers and resolve issues quickly.

Qualifications

• Bachelor's degree required.
• 5+ years in a customer-facing role in chemical distribution, manufacturing, logistics, or industrial products.
• Hands-on experience with ERP/CRM tools for troubleshooting and documentation.
• Ability to identify root causes and drive issues to resolution with internal partners.
• Strong communication to explain options, set expectations, and inform customers.
• High attention to detail and effective follow-through.
• Comfort with standard policies and escalation when needed.

Responsibilities

• Collaborate with Sales to strengthen relationships and identify growth opportunities.
• Manage the full order process: quoting, entry, changes, tracking, delivery, issues, follow-up.
• Be the primary customer contact, setting realistic expectations and maintaining trust.
• Identify order risks and delays, acting proactively to protect the customer experience.
• Meet or exceed standards for order accuracy, documentation, and cycle time.
• Maintain complete and accurate records across status notes and actions taken.
• Work with cross-functional teams to remove blockers and resolve issues.
• Escalate complex or high-risk situations while owning resolution.

Skills

Clear communication

Attention to detail

Problem solving

Customer advocacy

Escalation management

Prioritization

Education

Bachelor's degree

Tools

ERP/CRM software

Job description

Tilley Distribution in Maryland is seeking an Account Representative to partner with the Oil and Lubricants market and cross-functional teams to elevate the customer experience from order initiation to final resolution.

You will coordinate the full order lifecycle, keep customers informed, manage risks, and collaborate with Sales, Operations, Logistics, Finance to remove blockers and resolve issues quickly.