Customer-Driven Order Manager

Tilley Distribution; Norwood (NJ); On-site; USD 55,000 - 76,000; Full time

Job summary

Tilley Distribution is seeking an Account Representative to deliver reliable, high-quality customer experiences from order initiation through final resolution. You will be the main contact for customers, ensuring needs are understood, expectations managed, and issues resolved quickly and professionally.

You will oversee the full order lifecycle, coordinate with internal teams, and make decisions balancing customer service, efficiency, cost, and risk.

Qualifications

• 2+ years in a customer-facing role in chemical distribution, manufacturing, logistics, or industrial products.
• Proven ability to resolve messy issues (backorders, documentation errors) and drive to closure.
• Strong, straightforward communication to set expectations and inform customers.

Responsibilities

• Collaborate with Sales to strengthen relationships, anticipate needs, identify growth opportunities, and recommend next steps.
• Manage the full customer order process, including quote support, entry, changes, tracking, delivery coordination, issue resolution, and follow-up.
• Serve as a trusted customer contact, listening, communicating clearly, and setting realistic expectations throughout the order lifecycle.
• Proactively identify order risks, service issues, or delays and act before they impact the customer experience.
• Meet or exceed standards for order accuracy, documentation, responsiveness, and cycle time.
• Partner with Sales, Operations, Logistics, Finance, and other teams to remove blockers and prevent repeats.
• Escalate complex issues appropriately, while maintaining ownership through resolution.
• Protect the customer experience by coordinating solutions and following through on commitments.
• Identify recurring issues and recommend practical improvements to processes, policies, tools, or workflows.

Skills

Customer service

Communication

Attention to detail

Problem-solving

Cross-functional collaboration

Email management

Education

High School Diploma or Equivalent

Tools

ERP/CRM tools

Job description

Tilley Distribution is seeking an Account Representative to deliver reliable, high-quality customer experiences from order initiation through final resolution. You will be the main contact for customers, ensuring needs are understood, expectations managed, and issues resolved quickly and professionally.

You will oversee the full order lifecycle, coordinate with internal teams, and make decisions balancing customer service, efficiency, cost, and risk.