Account Manager

RICHMOND TALENT; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

RICHMOND TALENT is seeking a Customer Service / Account Management professional with extensive experience in B2B operations, order management, quoting, and issue resolution. You will collaborate with Sales, AR, Logistics, Production, and Planning to keep orders on track.

Experience in manufacturing or flooring is a plus. Proficiency with ERP systems, Salesforce, Esker, and MS Office will help you excel in this role. Global logistics familiarity is a bonus.

Qualifications

• 25 years of experience in Customer Service, Account Management, Order Management, or Sales Support.
• Experience with order management, quoting, and customer-facing problem resolution.
• Experience working with cross-functional teams including Sales, AR, Logistics, Production, and Planning.
• Experience in manufacturing or flooring industry preferred.
• Exposure to B2B customer operations, logistics, or technical customer service preferred.

Responsibilities

• Manage day-to-day B2B customer interactions, orders, quotations, and service requests.
• Handle order entry and order management within defined timelines.
• Review and interpret customer POs, product specifications, and technical documentation.
• Coordinate with Sales, AR, Logistics, Production, and Planning to ensure timely fulfillment.
• Resolve customer queries, order-related issues, delivery concerns, and service requests effectively.
• Monitor customer requests and ensure timely follow-up and resolution in line with SLAs.
• Support sales teams with customer information, quotations, order status, and issue resolution.
• Maintain accurate customer and order-related information in ERP and case management systems.
• Build strong customer relationships and contribute to customer satisfaction and retention.
• Coordinate freight-related activities and understand the impact of logistics on customer orders.
• Identify recurring issues and work with internal teams to improve service quality and operational efficiency.

Skills

Customer interactions

Order management

Quotations

Cross-functional collaboration

Issue resolution

Tools

ERP systems (Epicor, AS400, SAP)

Salesforce

Esker

Case management tools

Microsoft Excel

Outlook

Teams

Freight processes knowledge

Job description

Job Summary

We are looking for a Customer Service / Account Management professional with experience in B2B customer operations, order management, quoting, and customer issue resolution. The ideal candidate should have experience working with cross-functional teams such as Sales, Accounts Receivable, Logistics, Production, and Planning.

Experience in a manufacturing or flooring environment will be an added advantage.

Key Responsibilities

• Manage day-to-day B2B customer interactions, orders, quotations, and service requests.
• Handle order entry and order management accurately and within defined timelines.
• Review and interpret customer Purchase Orders (POs), product specifications, and technical documentation.
• Coordinate with Sales, AR, Logistics, Production, and Planning teams to ensure timely order fulfillment.
• Resolve customer queries, order-related issues, delivery concerns, and service requests effectively.
• Monitor customer requests and ensure timely follow-up and resolution in line with SLAs.
• Support sales teams with customer information, quotations, order status, and issue resolution.
• Maintain accurate customer and order-related information in ERP and case management systems.
• Build strong customer relationships and contribute to customer satisfaction and retention.
• Coordinate freight-related activities and understand the impact of logistics on customer orders.
• Identify recurring issues and work with internal teams to improve service quality and operational efficiency.

Technical Skills

• Experience with ERP systems such as Epicor, AS400, or SAP; Epicor experience is preferred.
• Familiarity with Salesforce, Esker, and case management tools.
• Strong proficiency in Microsoft Excel, Outlook, and Teams.
• Understanding of freight processes, manufacturing workflows, and supply chain concepts.
• Ability to read and interpret customer POs, product specifications, and technical documents.

Required Experience & Qualifications

• 25 years of experience in Customer Service, Account Management, Order Management, or Sales Support.
• Experience handling order management, quoting, and customer-facing problem resolution.
• Experience working with cross-functional teams including Sales, AR, Logistics, Production, and Planning.
• Experience in manufacturing or flooring industry is preferred.
• Exposure to B2B customer operations, logistics, or technical customer service is an advantage.