Customer Service Account Manager

Matthews International; Pittsburgh (Allegheny County); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

Job Stability

Respectful Culture

Medical, Dental & Vision

Earned Time Off

Paid Holidays

401(k) program with company match and

Job summary

Matthews International is seeking a Customer Service Account Manager to serve as the liaison between customers, sales, and manufacturing. You will manage orders for custom cast and etched signs, ensuring accurate specs and timely communication by phone, email, and written correspondence.

In this role you will resolve routine and some complex issues, build relationships with accounts, and support a safe, stability‑driven work environment in Pittsburgh.

Qualifications

• High School Diploma or GED required.
• Associate degree or equivalent preferred.
• 3+ years of customer service experience preferred.
• Strong proficiency in MS Office Suite, Outlook and Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management and planning skills.
• Excellent verbal and written communication and numerical capability.
• Ability to build collaborative relationships across the organization.
• Occasional travel locally, nationally, and/or internationally; overtime as needed.

Responsibilities

• Provide high level customer service via phone, email, written communication or in person to resolve routine and more complex requests.
• Identify and assess customers’ service needs and refer to other departments as needed.
• Ensure order instructions and information are accurate and per customer specifications.
• Maintain current and accurate order entry information in required software.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Additional duties as assigned.

Skills

Analytical skills

Prioritization

Interpersonal skills

Problem-solving

Presentation skills

Budgeting

Project management

Planning skills

Verbal and written communication

Education

High School Diploma or GED

Associate degree or equivalent

Tools

MS Office Suite

Outlook

Internet applications

Job description

Are you looking for more than just a job?

Matthews 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.

We're currently seeking aCustomer Service Account Managerto join our team. This is more than a telephone role — it's a chance to become part of proud traditions, and build a stable, long-term career in a supportive and safety-first environment.

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 orders for 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 phone, email, and written communication. You will coordinate between customers, sales, and manufacturing teams. We resolve mostly routine and some more complex problems with accuracy and efficiency.

WHY YOU'LLLOVEWORKING HERE

• Job Stability:We’ve been around for 175 years — and we’re still growing!
• 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.

Requirements

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.
• 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.
• Occasional travel either locally, nationally, and/or internationally may be required.
• 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.