Customer Service Account Manager

Matthews Memorialization; Kingwood (WV); On-site; USD 40,000 - 55,000; Full time

Job summary

Join a leading company in the memorialization industry as a Customer Service Account Manager. This role involves being the communication link between customers and the sales department, ensuring high-level customer service and resolving inquiries efficiently. Ideal candidates will have strong communication skills and a background in customer service.

Qualifications

• 3+ years of previous customer service experience preferred.
• Ability to work well autonomously and within a team.

Responsibilities

• Provide high level of customer service via phone, email, and written communication.
• Identify and assess customers’ service needs.
• Build sustainable relationships and trust with customer accounts.

Skills

Analytical

Interpersonal

Problem-Solving

Communication

Project Management

Education

High School Diploma or GED

Associate Degree

Tools

MS Office Suite

Outlook

Job description

Join to apply for the Customer Service Account Manager role at Matthews Memorialization.

Position Summary

The Customer Service Account Manager is the communication link between our customers, sales department, and manufacturing. We support our customers and manage the process of creating custom cast and etched metal signs, features, and monuments that often recognize significant people, notable places, and historic events. We provide high-level, professional customer service by responding to customer inquiries via phone, email, and written communication with customers, sales, and manufacturing teams. We resolve mostly routine and some complex problems with accuracy and efficiency.

Job Responsibilities

1. Provide a high level of customer service via phone, email, and written communication to resolve problems and requests.
2. Identify and assess customers’ service needs and act to resolve their requests in a timely manner.
3. Gather and communicate all product details via product quote and order documents using several software programs.
4. Build sustainable relationships and trust with customer accounts through open and interactive communication.
5. Additional duties as assigned.

Qualifications / Requirements

• High School Diploma or GED
• Associate Degree or equivalent from two-year college or technical school preferred.
• 3+ years of previous customer service experience preferred; or equivalent combination of education and experience.
• Occasional travel locally, nationally, and/or internationally may be required.
• High proficiency in MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), and planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers, colleagues, internal, and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to influence peers and senior management.
• Self-motivated with attention to detail, deadlines, and reporting.
• Ability to work overtime as necessary.

Physical Aspects / Work Environment

• Regularly required to stand, walk, sit; talk, hear, and see.
• Occasionally lift and/or move up to 10 pounds.
• Reasonable accommodations may be made to enable individuals to perform essential functions.

Matthews Memorialization is a leader in the memorialization industry, committed to helping customers grow their businesses and assisting families in moving from grieving to remembrance by providing products of superior craftsmanship and revenue-generating programs and services. Our Environmental Solutions division focuses on designing and manufacturing advanced combustion systems. Matthews Memorialization is a part of Matthews International.

For more information, visit http://matw.com/memorialization/.

At Matthews International, what makes us different is what makes us great. We are proud to be an equal opportunity workplace. Employment decisions are based on qualifications, merit, and business need.

We provide reasonable accommodations to applicants with disabilities. If you require assistance, please contact our Human Resources team.