Account Representative, Customer Support

FleetPride; North Carolina; Hybrid; USD 42,000 - 70,000; Full time

Job summary

FleetPride is seeking an Account Representative to act as a liaison for our largest customers, providing product information and resolving issues via phone or email. You will support National Account Managers to drive sales excellence and maintain exceptional service levels.

The role emphasizes building strong customer relationships, processing orders, tracking deliveries, and coordinating with Sales, Legal, and Supply Chain teams to ensure timely, accurate responses and quotes.

Qualifications

• Minimum 2 years of experience in an administrative role

Responsibilities

• Be the voice of the Customer Support Center by handling all calls to CSC’s general sales line and provide exceptional service
• Develop customer relationships by providing prompt actions to all calls, writing orders and tracking information
• Recommend solutions based on customers’ needs and interests
• Estimate, quote, discuss contract terms, address warranty and delivery status
• Collaborate with sales to develop and market product lines
• Contact target accounts monthly to promote offers
• Coordinate with Legal, Category Management and Supply Chain to serve clients’ needs
• Identify and resolve customer issues and follow up on inquiries
• Create and maintain reports to drive sales process success
• Update customer pricing matrix to maximize margins

Skills

Active Listening

Communication

Problem Solving

Team Collaboration

MS Office

AS400

Education

High School Diploma or GED

Bachelor’s Degree preferred

Tools

MS Excel

MS Word

MS PowerPoint

MS Access

Job description

FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.S. with some of the best and brightest people in the business!

Job Description As an Account Representative, you will act as a liaison, provide product/services information over phone or email and resolve any emerging problems that our largest customer may face. The target is to ensure excellent customer service standards, respond efficiently to customer inquiries and actively support the National Account Managers to achieve sales excellence.

DUTIES & RESPONSIBILITIES

• Be the voice of the Customer Support Center (CSC) by handling all calls to CSC’s general sales line, confidently address issues and providing customer’s exceptional service.
• Develop customer relationships by provide the prompt action to all calls, including writing orders, providing order tracking information, answering questions and addressing concerns regarding past and future orders.
• Recommend solutions based on customers’ needs and interests.
• Estimate, quote, discuss contract terms, address warranty, delivery status and issue credits for FleetPride’s largest regional customers.
• Work with sales group to develop and market industry leading product lines.
• Contact target accounts on a monthly basis through a variety of channels in an effort to promote special offers as determined by management.
• Collaborating with a variety of different departments to better serve the clients’ needs, such as Category Management, Legal and Supply Chain.
• Identify research and resolve customer issues.
• Follow up on customer inquiries not immediately resolved.
• Create and maintain reports that drive the success of the sales process.
• Ensure FleetPride remains competitive while maximizing margins by updating customer pricing matrix.

EDUCATION & TRAINING

High School Diploma (or GED or High School Equivalence Certificate) required, with a Bachelor’s Degree preferred

KNOWLEDGE & EXPERIENCE

• Minimum 2 years of experience in an administrative role
• Prior experience in a customer service environment is preferred
• Ability to grow into an Inside Sales position
• Intermediate level knowledge of MS Excel, MS Word, MS PowerPoint, MS Access
• Knowledge of AS400 is a plus

SKILLS & ABILITIES

• Active Listening: The ability to ask probing questions, request clarification and paraphrase to show understanding.
• Judgment & Decision making: Use business acumen to adjust priorities and ensure the successful deployment of customer accounts, successful bids and other projects.
• Computer skills: The ability to learn new programs and utilize them to improve performance.
• Intermediate to advanced knowledge of MS Office and various office machines.
• Communicating: Conveying information to others in an effective manner.
• Active Learning: Understanding the implication of new information for both current and future problem solving and decision-making.
• Project Management: Successfully manage multiple project simultaneously while ensure deadlines are met.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Collaboration: Work with multiple departments to ensure bid’s, projects and other task are actively being worked and completed on time.
• Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
• Written Expression: The ability to communicate to communicate information and ideas presented in writing.
• Oral Comprehension: The ability to understand information and ideas presented through spoken words and sentences.
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not only involve.

WORK ENVIRONMENT

The primary environment is characterized by ambient room temperatures, lighting and traditional office equipment found in a typical office environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reaching above shoulder heights, below the waist or lifting as required filing documents and storing materials. Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components. Occasional lifting of moderately heavy objects, such as computers and peripherals. Sitting for extended periods of time.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Headquartered in Irving, TX, FleetPride is the nation’s largest distributor of heavy duty parts and service in the independent heavy duty aftermarket.

FleetPride’s sophisticated network of over 450 locations, more than 110 service centers, and six distribution centers ensures customers get the parts and services they need, when and where they need them.

We also offer heavy duty expertise with some of the best and brightest people in the industry.

FleetPride offers career opportunities for self-motivated professionals and now boasts more than 5,500 experts who are empowered and driven to create tailored solutions and solve problems for each customer’s unique needs.