B2B National Account CX Specialist: Elevate Partnerships

Auroraparts; Lebanon (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

Auroraparts is seeking a customer-focused professional to join the National Account & Fleet team. This role collaborates with the National Account Customer Experience Manager and Sales Team to enhance service quality, satisfaction, retention, and advocacy for Premier customers.

You will manage communications, orders, backorders, and claims, using CRM tools to coordinate across teams, upsell where appropriate, and maintain strong professional relationships with key accounts.

Qualifications

• Associate degree or higher, with 2+ years in a relative role or 4+ years proven experience.
• Experience in a B2B customer-facing setting.
• Product knowledge and ability to upsell from inside to national/fleet customers.
• Strong communication, listening, empathy, and problem-solving skills.

Responsibilities

• Coordinate and track communications across multiple channels (phone, email, chat) for National Account Premier customers.
• Oversee ordering activity and keep customers updated on status, including shipping, tracking, and delays.
• Review backorders and communicate ETA changes, supplier issues, and delays to customers.
• Understand and issue purchase orders and manage parts supply timelines with customers.
• Review service levels with CSM and Sales Team; manage exceptions, quotes, pricing, claims, and guidelines.
• Maintain CRM records, process cases, and support warranty and RGA activities.

Skills

Active listening

Empathy

Customer service

Upselling

CRM knowledge

Written and verbal communication

Phone selling

Education

Associate degree or higher

Tools

CRM software

Microsoft Office

Job description

Auroraparts is seeking a customer-focused professional to join the National Account & Fleet team. This role collaborates with the National Account Customer Experience Manager and Sales Team to enhance service quality, satisfaction, retention, and advocacy for Premier customers.

You will manage communications, orders, backorders, and claims, using CRM tools to coordinate across teams, upsell where appropriate, and maintain strong professional relationships with key accounts.