Industrial Customer Care Associate

Viking Group, Inc.; Irving (TX); On-site; USD 50,000 - 80,000; Full time

Job summary

Viking Group, Inc. is seeking an experienced Customer Account Manager to oversee product pricing, availability, and shipping information.

The role serves as the primary contact for customers, responding to inquiries via phone, email, or direct interaction, and works in an industrial distribution environment. You will collaborate with sales, fabrication, credit, and inventory to ensure accurate order execution, resolve issues, and maintain strong service relationships.

Responsibilities

• Process requests for customer orders, quotations, follow-up on quotations, and customer returns or credits in accordance with company policies, procedures, and service standards.
• Serves as a primary point of contact for customer inquiries and requests, ensuring timely, accurate, and professional responses via phone, email, or other approved communication channels.
• Works closely with sales, fabrication, credit, inventory control, warehouse personnel, and other internal departments to coordinate customer requirements and ensure accurate and timely order execution.
• Investigates order entry, pricing, shipping, and billing discrepancies; determines appropriate corrective action; and coordinates solutions with applicable departments, following issues through to resolution.
• Utilizes enterprise systems, online learning tools, and available technical resources to obtain product, pricing, availability, and application information necessary to support customer needs.
• Ensures access to and appropriate use of current company literature, technical documentation, and reference materials.
• Represents the company in a professional manner and communicates verbally and in writing to meet customer expectations, timelines, and service commitments.
• Identifies opportunities to increase sales through promotions, add-on items, and proactive customer support, consistent with established pricing and sales guidelines.
• Maintains accurate and timely documentation of customer interactions, order activity, and issue resolution within applicable systems.
• Follows up with customers to provide status updates, manage expectations, and ensure satisfactory resolution of requests or issues.
• Cultivates and maintains effective working relationships with customers, suppliers, and internal partners to support long-term service and account stability.
• Completes required training curriculum and maintains proficiency in systems, processes, and product knowledge applicable to assigned responsibilities.
• Follows all company policies and incorporates Standard Operating Procedures (SOPs) into daily work.
• Performs other duties as assigned.

Job description

Viking Group, Inc. is seeking an experienced Customer Account Manager to oversee product pricing, availability, and shipping information.

The role serves as the primary contact for customers, responding to inquiries via phone, email, or direct interaction, and works in an industrial distribution environment. You will collaborate with sales, fabrication, credit, and inventory to ensure accurate order execution, resolve issues, and maintain strong service relationships.