Customer Account Representative

Globalchannelmanagement; Bridgewater (MA); On-site; USD 52,000 - 78,000; Full time

Job summary

Globalchannelmanagement in Massachusetts seeks a proactive Customer Account Representative to own the end-to-end customer journey as the single point of contact for current and new customers, ensuring a positive CSX experience.

The role requires 2–5 years in customer-facing operations with strong OTC and supply chain knowledge, plus hands-on experience with SAP and Service Cloud. Multilingual Spanish or French is a plus, and collaboration across functions is essential.

Qualifications

• High School diploma or equivalent required.
• 2–5 years in customer-facing roles (CSX, OTC, or supply chain).
• Solid knowledge of the Order-to-Cash (OTC) workflow and basic supply chain principles.
• Experience with ERP (SAP) and Cloud CRM (Service Cloud).
• Spanish or French language skills are a plus.

Responsibilities

• Act as the single point of contact for customer-facing activities and oversee day-to-day interactions to ensure a positive customer environment.
• Oversee OTC processes and customer service management; manage cases and resolve inquiries efficiently.
• Support VoC by reporting on customer segments and trends and identifying opportunities to improve satisfaction.
• Document detailed interaction notes in the CRM system after each contact and maintain data quality.

Skills

Customer facing operations

OTC workflow

Time management

Cross-functional collaboration

Education

High School diploma or equivalent

Tools

SAP

Service Cloud

Job description

We are seeking a proactive and customer-focused Customer Account Representative to join our team and deliver an amazing Customer Service Experience (CSX). In this vital role, you will be fully accountable for the end-to-end customer journey, serving as the single point of contact for current and new customers. By adopting a customer-centric mindset, you will interact and collaborate internally across various corporate functions to meet customer expectations, collect valuable feedback, and drive continuous operational improvement.

Qualifications & Requirements

• Education: Minimum of a High School Diploma or equivalent.
• Experience: 2–5 years of verified experience in customer-facing operations, customer service, supply chain, or sales environments.
• Process Knowledge:Strong comprehension of the Order-to-Cash (OTC) workflow and basic operational Supply Chain principles.
• Technical Proficiency:Hands-on experience working with ERP systems (such as SAP), Cloud-based CRM software (such as Service Cloud), and standard corporate IT applications.
• Language Skills:Multilingual capability in Spanish or French is a distinct advantage.
• Core Attributes:Outstanding accountability, a professional and positive demeanor, adaptive problem-solving skills, and a structured approach to daily time management

Key Responsibilities

• Customer Experience Execution:Act as the single point of contact for customer-facing activities. Own the day-to-day interactions (inbound and outbound) to ensure a professional, stress-free, and positive customer environment.
• Order-to-Cash & Case Management:Oversee Order-to-Cash (OTC) processes and Customer Service Management. Manage customer cases and resolve complex inquiries efficiently to minimize disruption and client downtime.
• Voice of the Customer (VoC):Build long-term trust and relationships by supporting supply, commercial, and application inquiries. Report on customer segments, trends, and expectations, and identify strategic opportunities to improve satisfaction, which may include regular client visits.
• CRM Data Integrity: Document detailed interaction details in the Customer Relationship Management (CRM) system immediately after each contact. Establish proactive call plans and maintain data quality to drive effective customer retention and business development.
• Cross-Functional Collaboration:Partner closely with internal functions, including the broader CSX team, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain. Utilize Service Cloud to align and prioritize customer expectations against internal supply capabilities.
• Continuous Improvement & Innovation: Contribute to regular reviews of existing localized operations. Generate and test new ideas, processes, and differentiating customer experience tools to streamline workflows and boost overall efficiency.
• Performance & Time Management:Plan personal activities on a daily, weekly, and monthly basis to guarantee business continuity. Prioritize individual workflows against productivity, quality, and timeliness KPIs, using performance reports to optimize output.
• Compliance: Adhere strictly to Client Corporate Standards, Global SHE (Safety, Health, and Environment) mandates, and sustainability requirements.