Customer Service Account Manager III

Atkore International Group Inc.; Cartersville (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Service Account Manager to enhance customer experiences and streamline order processes. This role involves acting as the primary contact for intercompany communications, training team members, and ensuring timely deliveries. With a focus on relationship building and problem-solving, you will play a pivotal role in driving customer satisfaction and operational efficiency. Join a forward-thinking company that values teamwork, integrity, and excellence, while enjoying a comprehensive benefits package that supports your well-being and professional growth.

Benefits

Medical, vision, and dental insurance

Life insurance

Short-term and long-term disability insurance

401k

Paid Time Off

Paid holidays

Qualifications

• 8+ years in sales or customer-facing roles required.
• 3+ years in customer service in lean manufacturing required.

Responsibilities

• Manage order process and improve customer experience.
• Communicate with cross-functional departments for delivery improvements.

Skills

Sales experience

Customer service experience

Communication skills

Problem-solving skills

Relationship building

Tools

JD Edwards

Salesforce.com

CRM software

Job description

Cartersville
1181 Cassville white Rd
Cartersville, GA 30184, USA

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 Cartersville, GA facility. Reporting to the Customer Service Manager, the Customer Service Account Manager III will be responsible for managing the order process while driving on time delivery and improving the customer experience across Atkore.

What you’ll do:

• Act as the lead contact for intercompany communication between RSM, Demand Planning, Traffic, Quality, AR, Controllers, IT, Quotations.
• Train CSAMs on the different processes included in the standard work for the position.
• Assist CSAMs with any questions or issues they encounter. Escalate to the Customer Service Manager when necessary.
• Handle all aspects of customer service, including entering, tracking, and invoicing orders and releasing material for shipment.
• Heavy communication (via email and telephone) with customer base 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.
• Back up Customer Service Manager when necessary.
• Manage Regional Territory and agent standard processes to improve the customer experience.
• Review traffic reports for their territory.
• Assist Manager with Month End Closing.
• Set up all new agent employees as part of the electrical portal team.
• Assist with Desk Coverage.
• Assist in auditing all CSR OE’s Weekly.
• Assist in Reporting at KPI board.
• Maintain Agent/CSR List.

What you’ll bring:

• 8+ years of experience in a sales or customer facing role required.
• 3+ years of customer service experience in the lean manufacturing space required.
• Experience with JD Edwards, CRM software, preferably Salesforce.com required.
• 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 departments 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 $ 50,720 - $69,740. 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.