Customer Account Representative (52735)

BRT Extrusions – Customer Account Representative

Location: Niles, Ohio
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Compensation: Competitive, based upon experience
Position Type: Full-Time, Non-Exempt (Overtime Eligible)

About BRT Extrusions

BRT Extrusions, located in Niles, Ohio, is a growing national aluminum extrusion manufacturer. As our business continues to expand, we are looking for an experienced Customer Account Representative to join our growing Customer Service team.

This is an excellent opportunity for someone who enjoys building professional business relationships, managing customer accounts, and coordinating orders in a fast-paced manufacturing environment.

We are looking for someone with previous business-to-business (B2B) customer service experience who understands the importance of accurate order processing, proactive communication, and delivering an exceptional customer experience. The ideal candidate will have experience working with business accounts, purchasing agents, or industrial customers and be comfortable coordinating customer needs with internal departments.

At BRT, we offer competitive wages and, upon eligibility, a comprehensive benefits package including paid holidays, paid vacation, company-paid life insurance, medical, dental and vision insurance, and participation in our 401(k) plan with company match.

Position Overview

The Customer Account Representative serves as a primary point of contact for assigned business customers, helping manage customer relationships and supporting the order process from initial placement through completion and beyond.

This position is responsible for processing customer orders, communicating order status and delivery expectations, resolving customer concerns, and coordinating with internal departments to ensure customer needs are met. Working closely with the Inside Sales Manager, Sales/Quoting, Production, and Shipping teams, this individual plays an important role in maintaining customer satisfaction and supporting long-term business relationships.

The ideal candidate is organized, detail-oriented, proactive, and comfortable managing multiple customer accounts and priorities simultaneously. This position generally follows a Monday through Friday, 8:00 AM–5:00 PM schedule, with occasional overtime as business needs require.

Responsibilities of the Customer Account Representative

• Develop and maintain professional, long-term relationships with business customers, purchasing agents, and key customer contacts.
• Serve as a primary point of contact for assigned customer accounts, providing timely and professional communication and support.
• Process and manage customer purchase orders, ensuring accuracy of pricing, quantities, product specifications, and delivery requirements.
• Communicate order confirmations, production updates, lead times, and delivery expectations to customers.
• Proactively follow up with customers regarding outstanding orders, changes, delays, and other account-related matters.
• Work closely with Inside Sales, Quoting, Production, and Shipping to coordinate customer orders and ensure expectations are met.
• Identify, investigate, and resolve customer concerns, order discrepancies, and delivery issues in a timely and professional manner.
• Answer customer questions regarding products, order status, pricing, and other account-related needs.
• Maintain accurate customer records, order information, and communications within company systems.
• Identify opportunities to strengthen customer relationships, support customer retention, and contribute to additional business opportunities.
• Meet established departmental goals and objectives while maintaining a high level of accuracy and customer satisfaction.
• Perform other administrative and customer account-related duties as assigned.

Requirements & Qualifications

• Minimum of 2 years of experience in a business-to-business (B2B) customer service, inside sales, customer account management, or order management environment is required.
• Previous experience working directly with business customers, purchasing agents, or professional customer accounts is required.
• Experience processing customer purchase orders, managing order information, and coordinating customer requests.
• Understanding of business customer relationships and the importance of maintaining customer satisfaction and retention.
• Experience communicating order status, pricing, delivery schedules, and resolving customer concerns.
• Strong computer skills, including Microsoft Word and Excel, with the ability to navigate multiple systems and accurately manage customer information.
• Excellent verbal and written communication skills, particularly when communicating with business customers and internal departments.
• Strong organizational skills with the ability to prioritize multiple customer accounts and orders simultaneously.
• Strong problem-solving skills, attention to detail, and the ability to exercise sound judgment.
• Self-motivated with the ability to work independently while contributing to a team environment.
• Manufacturing, industrial distribution, wholesale, or supply chain experience is highly preferred.
• Ability to adapt to changing priorities and maintain a professional approach in a fast-paced business environment.

Physical Requirements

An individual in this role must be able to walk, bend, stoop, twist, and turn frequently. Employees must remain aware of movement and noises within the manufacturing facility when entering or walking through the plant.

The position requires the ability to lift and move up to 5 pounds frequently and up to 10 pounds occasionally. The employee will primarily work in an office setting, remaining stationary or moving about as needed to perform essential job functions.

The position requires effective verbal and written communication skills and frequent use of office equipment, including a telephone, computer, and other standard office equipment.