Customer Service Account Representative

CRH; Nephi (UT); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive base pay

Medical, dental, and disability plans

Retirement savings program

Health and wellness programs

Growth and development opportunities

Job summary

CRH is seeking a Customer Service Account Manager to be the primary contact for assigned accounts, ensuring high levels of customer satisfaction through effective relationship management. This role will be based onsite and involve regular communication with clients regarding their needs and issues.

The ideal candidate will have a Bachelor's degree or equivalent experience, along with strong customer service skills and familiarity with CRM databases.

Qualifications

• Experience in sales or customer service is required.
• Excellent communication skills and phone presence are necessary.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Support customers and outside sales team to understand customer needs.
• Follow up on open orders and order status with customers.
• Ensure client satisfaction and loyalty through proactive engagement.
• Manage customer orders and resolve credit holds.
• Handle escalated client issues professionally.
• Communicate warranty information to customers and manage technical questions.
• Keep customers updated on order status and history.
• Utilize CRM databases to manage accounts.

Skills

Customer service experience

Strong phone presence

Multitasking

CRM databases knowledge

Microsoft Office

Education

Bachelor’s degree or equivalent work experience

Job description

Oldcastle, a CRH company, is reinventing what's possible in building solutions. We are the leading provider of innovative outdoor living products and utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, retailers, and homeowners alike as the manufacturer of precast concrete, polymer concrete, and plastic infrastructure products. Our portfolio of brands includes Oldcastle APG, Oldcastle Infrastructure, Belgard hardscape, Echelon Masonry, RDI railing, Catalyst Fence Solutions, Sakrete packaged concrete, Amerimix mortar, Pebble Technology International pool finishes, and Techniseal sands and sealant technologies.

Job Summary

A Customer Service Account Manager will serve as the primary point of contact for assigned accounts ensuring exceptional customer satisfaction by managing client relationships, addressing inquiries, and resolving issues promptly. The Customer Service Account Manager will partner with the Territory Manager to build and foster long-term customer relationships. The key contribution of the Customer Service Account Manager is to manage current/new accounts through constant communication, Customer Support, Complaint Resolution and overall Customer Satisfaction from start to finish.

Job Location

This is an onsite role that can be based out of our Brooksville, FL or Nephi, UT locations.

Job Responsibilities

• Actively support responsible customers and outside sales team member to fully understand all customer needs.
• Active follow-up with customers regarding open orders, order status, order delays and all other order information.
• Ensure ongoing client satisfaction and loyalty through proactive engagement.
• Partner with outside sales team member to accurately and efficiently set up new customer accounts.
• Manage customer order status, following up with accounts receivable team to resolve all credit holds.
• Handle escalated client issues with professionalism and efficiency.
• Point person for warranty communication with responsible customers. Gather all information, forward to warranty team and ensure warranty team can resolve all issues quickly and responsibly.
• Partner with quoting/takeoff team to ensure all responsible customer requests are communicated back within 24-48 hours of receipt.
• Point person for all technical questions, answer questions where able and if not forward all questions to technical team for reply; follow-up with technical team to ensure quick replies.
• Point person for all customer related issues around quality, freight damage, claims, RA’s, etc.; gather all information, forward to RA team and ensure issue is resolved quickly and responsibly.
• Weekly communication with all customers regarding order status and order history.
• Manage all current accounts utilizing CRM databases; quote closure rate, active warranties, open order pipeline with responsible territory partner, quality issues/claims.
• Collaborate with Sr. Account Manager to address critical customer needs.
• All other tasks based upon business needs.

Job Requirements

• Bachelor’s degree or equivalent work experience in a field such sales or customer service.
• Knowledge of extensive business software (Microsoft Office).
• Strong phone presence and ability to make/take dozens of calls per day.
• Proven ability to multi-task and drive results in a dynamic, fast paced environment.
• Experience with CRM databases or ability to learn all aspects of current CRM databases.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

Equal Opportunity Employment

Oldcastle APG, a CRH Company, is an affirmative action and equal opportunity employer.

EOE/Vet/Disability

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.