Customer Service Account Manager II

Atkore International Group Inc.; Chino (CA); On-site; USD 49,000 - 69,000; Full time

Job summary

An established industry leader is seeking a Customer Service Account Manager to enhance customer satisfaction and drive on-time delivery. This role involves managing orders, collaborating with various departments, and ensuring effective communication with sales agents. The ideal candidate will have a strong background in customer service, particularly in lean manufacturing, and will thrive in a dynamic environment. Join a company committed to excellence and innovation, where your contributions will directly impact customer experiences and operational efficiency. This is a fantastic opportunity to grow your career within a supportive and forward-thinking organization.

Benefits

Medical, vision, and dental insurance

Life insurance

Short-term and long-term disability insurance

401k

Paid Time Off

Paid holidays

Qualifications

• 5+ years in a sales or customer-facing role required.
• Experience with CRM software is essential.

Responsibilities

• Manage order processes and improve customer experience.
• Communicate with sales agents and cross-functional teams.

Skills

Customer Service

Sales Experience

Communication Skills

Problem-Solving Skills

Relationship Building

Education

High School Diploma

Bachelor's Degree

Tools

CRM Software

JD Edwards

Salesforce.com

Job description

Atkore is forging a future where our employees, customers, suppliers, shareholders, and communities are building better together – a future focused on serving the customer and powering and protecting the world.

With a global network of manufacturing and distribution facilities, Atkore is a leading provider of electrical, safety and infrastructure solutions.

Who we are looking for:

We are currently looking for a Customer Service Account Manager to be based out of our Chino, CA facility. Reporting to the Customer Service Manager, this person will be responsible for managing the order process while driving on-time delivery and improving the customer experience across Atkore.

What you’ll do:

• Handle all aspects of customer service, including entering, tracking, and invoicing orders and releasing material for shipment.
• Heavy communication (via email and telephone) with sales agents to handle all orders, inquiries, and follow-up in a prompt and professional manner.
• Communicate and coordinate with cross-functional departments such as demand planning, pricing, traffic, quality, and accounts receivable to improve on-time delivery.
• Manage Regional Territory and agent standard processes to improve the customer experience.
• Manage and report out on relevant KPIs related to your territory.
• Review traffic reports for their territory.
• Assist Manager with Month End Closing.
• Assist with Desk Coverage.

What you’ll bring:

• 5+ years of experience in a sales or customer-facing role.
• 1+ years of customer service experience in the lean manufacturing space.
• Experience working directly with CRM software required.
• Experience in lean manufacturing or business system-based company is preferred.
• High School diploma or equivalent certificate required. Bachelor’s degree preferred.
• Experience with JD Edwards and Salesforce.com is a plus.
• Excellent oral and written communication skills.
• Ability to work independently and/or with little supervision in a team environment.
• Proven ability to build strong relationships with customers.
• Strong problem-solving skills.

Within 3 months, you’ll:

• Complete Atkore’s onboarding and immersion program.
• Gain an understanding of how your role ties into Atkore’s mission and strategic plan.
• Participate in a Kaizen with a cross-functional team to drive process improvement.
• Perform basic order inquiry, entry, and order follow-up activities.

Within 6 months, you’ll:

• Handle an assigned territory independently from PO receipt to invoicing.
• Work towards meeting or exceeding the department's daily KPI metrics.
• Audit shipments for on-time delivery and reconcile inventory and pricing discrepancies.
• Conduct monthly agent pulse calls to ensure engagement and alignment with standard work procedures.

Within 12 months, you’ll:

• Manage multiple territories within a region while minimizing freight expenditures.
• Drive innovation within your role by streamlining processes to drive efficiencies in customer service.
• Identify ways to strengthen the team’s commitment to Atkore’s core values of Accountability, Teamwork, Integrity, Respect, and Excellence.

Join our team and align yourself with an industry leader!

As of the date of this posting, a good faith estimate of the current pay for this position is $49,680 - $68,310. Placement in the range depends on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs and may change over time. Other compensation may include, but not limited to, overtime, shift differentials, bonuses, commissions, stock, and other incentives.

Benefits available include:

• Medical, vision, and dental insurance.
• Life insurance.
• Short-term and long-term disability insurance.
• 401k.
• Paid Time Off.
• Paid holidays.
• Any leave required under federal, state, or local law.

Benefits are subject to vesting and eligibility requirements.

Applications are being accepted on an ongoing basis.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.