Customer Service Account Manager

Matthews International; Northern (KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, Dental & Vision

HSA contribution

Earned Time Off

Paid Holidays

401(k) with company match

Employee Stock Purchase Program

Educational assistance

Dependent scholarship opportunities

Job summary

Matthews International is seeking a Customer Service Account Manager to act as the essential link between customers, sales and production. You will deliver high-level service by phone, email, or in person, resolving routine issues and guiding complex requests with accuracy and efficiency.

You will identify customer needs, ensure precise order instructions, maintain data quality in systems, and foster long-term relationships with accounts. Travel may be required occasionally as part of the role.

Qualifications

• High School Diploma or GED required; associate degree preferred.
• 3+ years of customer service experience preferred.
• Occasional travel may be required.

Responsibilities

• Provide a high level of customer service via phone, email, written communication or personal contact to resolve routine problems.
• Identify and assess customers' service needs and coordinate with other service or technical departments for follow up or additional information as needed.
• Ensure order instructions and information are submitted accurately and per customer specifications.
• Maintain current and accurate order entry information in all required software programs.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Additional duties as assigned.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Education

High School Diploma or GED

Associate Degree or equivalent

Tools

MS Office Suite

Outlook

Internet applications

Job description

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Are you looking for more than just a job? JoinMatthews International, a company with over175 years of success and stability. As a global leader in memorialization, we take pride in our craftsmanship and commitment to quality - and it all starts with our people.

Customer Service Account Manager-the communication link between customer/sales/production and provides high level, professional customer service by responding to customer inquiries by telephone, email, written communication or personal contact to provide product/services information and to resolve mostly routine and some non-routine, more complex problems and requests with accuracy and efficiency.

WHY YOU'LL LOVE WORKING HERE!

• Job Stability:We've been around for 175 years - and we're still growing.
• Career Growth:We believe in promoting from within.
• Respectful Culture:You're not just a number - you're part of the team.
• Medical, Dental & Vision:Enjoy peace of mind with our comprehensive benefits package, including an employer HSA (Health Savings Account) contribution.
• Earned Time Off:Recharge and rejuvenate with earned time off to spend on your terms.
• Paid Holidays:Celebrate special moments and create lasting memories with paid holidays.
• Financial Perks:401(k) program with company match as well as an Employee Stock Purchase Program.
• Education Perks:We believe in your continued growth and offer educational assistance to support your professional development.
• Dependent Scholarship Opportunities:We care about your family's future, which is why we provide opportunities for your dependents to pursue their educational dreams.

JOB RESPONSIBILITIES

• Provide a high level of customer service via telephone, email, written communication or personal contact to resolve mostly routine problems and requests.
• Identify and assess customers' service needs and refer to other service or technical departments for follow up or additional information as needed.
• Ensure order instructions and information are submitted accurately and per customer specifications.
• Maintain current and accurate order entry information in all required software programs.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• 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 either locally, nationally, and/or internationally may be required.
• High degree of proficiency MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & 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 and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and senior management.
• Self-motivated with critical attention to detail, deadlines and reporting.
• Ability to work overtime as necessary.

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds.

* Reasonable accommodations may be made to enable individuals to perform the essential functions.

ADDITIONAL QUALIFICATIONS

Matthews Memorialization is a leader in the memorialization industry, committed to supporting customer business growth and helping families transition from grieving to remembrance. We achieve this by delivering products of exceptional craftsmanship along with value-driven programs and services. Matthews Memorialization is a Matthews International (MATW) company.

Matthews International is an Equal Opportunity Employer.
All employment decisions are based on qualifications, merit, and business needs.

We provide equal employment opportunities to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability, or any other status protected by applicable federal, state, or local laws.

Minorities/Women/Veterans/Disabled are encouraged to apply.

If you require a reasonable accommodation to complete the application process, please contact our Human Resources team.