Customer Service Account Manager

Matthews International; Pittsburgh (Allegheny County); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Job stability

Career growth

Medical, dental & vision

HSA contribution

Earned time off

Paid holidays

401(k) with company match

Employee stock purchase program

Education assistance

Dependent scholarship opportunities

Job summary

Matthews Memorialization seeks a Customer Service Account Manager to link customers, sales, and production, delivering high-level service and resolving inquiries by phone, email, or in person.

You will identify service needs, ensure accurate orders, and maintain data in core systems while building strong customer relationships and supporting team goals.

Qualifications

• High School Diploma or GED required; associate degree preferred.
• 3+ years of customer service experience preferred.
• Occasional travel locally, nationally, and/or internationally may be required.

Responsibilities

• Provide high level customer service by phone, email, or in person to resolve routine and some complex requests.
• Identify customer service needs and refer to appropriate departments for follow-up.
• Ensure order instructions are accurate and entered correctly in required systems.
• Maintain current order entry information across required software.
• Build sustainable relationships with customer accounts through open, interactive communication.
• Perform additional duties as assigned.

Skills

Customer service excellence

MS Office Suite

Analytical skills

Verbal & written communication

Relationship building

Education

High School Diploma or GED

Associate degree or technical training

Tools

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.

#IND123

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.