Account Service Manager

Solutions 2 GO; Louisville (KY); On-site; USD 65,000 - 90,000; Full time

Job summary

Solutions 2 GO Inc. in Louisville, KY is seeking an Account Service Manager to lead our Customer Service team, partnering with Sales, Purchasing, and Operations to drive initiatives from coaching to promotions.

You will manage product flow, maintain customer data, and coordinate with internal teams to ensure on-time delivery and exceptional service. A bachelor’s degree is preferred with 5+ years in account service or leadership.

Qualifications

• Five+ years in account service or customer service.
• Five+ years experience managing teams.
• Bachelor's degree preferred; equivalent experience considered.
• Strong leadership and ability to build high-performing teams.
• Customer-focused with ability to translate needs into service strategies.
• Excellent written and verbal communication; detail-oriented.

Responsibilities

• Lead daily operations of the Customer Service department and ensure timely order processing.
• Coach and motivate the team with clear goals and regular feedback.
• Allocate tasks based on strengths to balance workload.
• Handle escalated customer concerns with care and confidence.
• Coordinate product launches and promotions with Sales, Purchasing, and Operations.
• Maintain accurate customer accounts, price lists, and price protections.
• Oversee proof of delivery, claims, and returns.
• Coordinate item setup for retail and wholesale customers.
• Prepare weekly sell-through reports and ad hoc management reports.

Skills

Team leadership

Customer service

Coaching & mentoring

Cross-functional collaboration

Problem solving

Education

Bachelor's degree in Business Administration or related field

Equivalent combination of education, training, and experience

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Microsoft Dynamics GP

Job description

About Us

Are you ready to move distribution forward? Solutions 2 GO is a premier global distributor of video game products. With operations reaching 19 countries in North, Central and South America, and partnerships that further extend to Europe, Africa, Australia and Asia, Solutions 2 GO represents all publishers in the Canadian market, offers coast-to-coast distribution in the USA and is the exclusive distribution partner for Sony PlayStation in Latin America. Our leadership, processes and partnerships have earned us a reputation as the premier provider of flexible, dynamic distribution solutions for publishers, manufacturers and retailers around the world. We are a remarkable team that delivers remarkable results. Our people help move Solutions 2 GO forward every day, through a shared commitment across every facet of our business. At Solutions 2 GO, we are moving distribution forward. If you are an achiever who is relentless in ensuring that we achieve business results and create a great company culture while doing it, then we’re looking for you!

Bring Your Leadership Game to Solutions 2 GO!

We’re looking for an Account Service Manager:

Love building strong teams, solving challenges, and making customers’ lives easier? At Solutions 2 GO, we’re looking for an Account Service Manager who can keep things moving, bring people together, and turn great service into lasting customer relationships.

In this role, you’ll lead our Customer Service team, partner closely with Sales, Purchasing, and Operations, and help bring new customer initiatives to life. From coaching your team to coordinating product launches and promotions, you’ll have plenty of opportunities to make an impact.

What You’ll Take On:

Lead a team that delivers:

• Lead the daily operations of the Customer Service department, keeping customer responses and order processing timely and accurate
• Coach, mentor, and motivate your team through ongoing feedback, clear goals, and meaningful performance measures
• Assign responsibilities based on individual strengths and workload to keep the team balanced and working effectively
• Be the go-to person for escalated customer concerns, helping resolve complex issues with care and confidence
• Step in to provide coverage when team members are away

Keep customers and orders moving:

• Manage product flow to maximize order fulfillment and minimize inventory risk
• Maintain accurate customer account information, product requirements, customer-specific price lists, and price protection arrangements
• Oversee proof of delivery, claims, and returns
• Coordinate item setup requirements for retail and wholesale customers
• Build a strong understanding of S2G’s business channels and how they support our customers and sales representatives

Connect the dots across the business:

• Partner with Sales throughout the sales cycle, from procurement to invoicing
• Work with customer buying and merchant teams to confirm deal terms and requirements, then communicate those details clearly to Operations
• Keep Sales, Purchasing, and Operations connected to support on-time execution
• Lead weekly meetings with Sales, Customer Service, and Operations to coordinate production planning
• Prepare and share weekly sell-through reports, along with ad hoc reporting for customers, sales representatives, and senior management

Turn ideas into action:

• Manage customer projects from initial concept through delivery, including promotions, marketing materials, and point-of-purchase displays
• Collaborate with Sales on customer initiatives and assess how operational capabilities can support them
• Identify opportunities to simplify processes, improve efficiency, and enhance the customer experience
• Develop and implement customer service strategies that support overall business goals

What You’ll Bring:

• At least five years of experience in an account service or customer service role
• At least five years of experience managing teams
• A bachelor’s degree in Business Administration, Commerce, or a related field is preferred; however, an equivalent combination of education, training, and relevant experience will also be considered
• A talent for leading, motivating, and building high-performing teams
• A customer-focused approach, with the ability to understand customer needs and turn them into effective service strategies
• Strong organizational skills and the ability to prioritize competing deadlines
• Excellent written and verbal communication skills, along with the ability to build strong working relationships
• A sharp eye for detail and a practical approach to solving problems
• Confidence working independently and collaborating across teams
• Flexibility and composure in a fast-paced, changing environment
• Advanced skills in Microsoft Excel, Word, and Outlook
• Experience with Microsoft Dynamics GP is an asset
• Integrity and professionalism, including when the pressure is on

Ready to Make Your Next Move?

The successful candidate will receive a conditional offer contingent upon the successful completion of a background check through our contracted third-party vendor. Requirements vary by position and may include a criminal background check, credit check, employment verification, education verification, and/or driver’s abstract review. We’re happy to answer any questions along the way.

Solutions 2 GO Inc. is an equal opportunity employer. Accommodations are available upon request for candidates participating in all aspects of the selection process.

Get to know us at www.solutions2go.ca.