Position Summary
The Customer Account Representative (CAR) is responsible for building and maintaining successful relationships with key business accounts. Candidates must have superior communication and relationship-building skills, genuine care for quality of service, and an ability to generate meaningful reports for customers as well as corporate management.
The CAR is the first point of customer contact for general inquiries such as pricing, products, order status, shipping discrepancies, etc. and will work closely with the Customer Service, Supply Chain, and Sales teams to increase efficiency in operational procedures. The goal is to build and maintain business relationships with customers by providing prompt and accurate service to promote customer loyalty and abide by our core values of Empowerment, Innovation, and Integrity.
Essential Job Functions
- Enter orders which requires a basic understanding of product and stocking locations by customer – Accuracy is key
- Resolve e-mail and phone inquiries regarding Order Status, Product and Pricing for Customers and Sales
- Expedite orders, working with various internal departments to ensure product availability and timely shipment
- Initiate debits/credits resulting from customer feedback; this involves researching and understanding the problem and taking appropriate action; follow-up on Return Good Authorizations
- Log all Quality Issues
- Work with various internal departments on customer issues and needs (Billing, Credit, Shipping, Planning, Purchasing, etc.)
- Partner with sales reps to act as a true Fenestration Solutions Experts
- Work with Engineering and other departments to set up new item numbers or customer cross-references
- Ensure all customer profiles are accurate and up to date
- Knowledge of International shipping requirements, including Commercial Invoices and Incoterms: Communicate with customers and freight forwarders to ensure prompt payment, order processing and shipping
Knowledge, Skills and Abilities
- Minimum 2-5 years’ customer service experience in the distribution/manufacturing industry or in a similar field.
- Analytical, with high attention to detail
- Ability to work with an ERP System, IFS experience is a plus
- Good organizational skills; ability to use dual monitors and function simultaneously in multiple systems
- Reliability – consistently adheres to scheduled times for breaks, lunch, etc. Ability to change work schedule to accommodate other team members
- Teamwork – works well with other members of the department as well as others in the company
- Ability to be resourceful and flexible as conditions change or while encountering obstacles
- Good working knowledge of Microsoft Excel
- Must be able to type a minimum of 40-50 wpm with very high accuracy
Educational & Certification
- High School Diploma required, A.S. degree preferred
Skills Required
- 2-5 years of customer service experience in distribution, manufacturing, or a similar field
- High school diploma
- Ability to work with an ERP system
- Working knowledge of Microsoft Excel
- Typing speed of 40-50 words per minute with very high accuracy
- Analytical skills and high attention to detail
- Good organizational, communication, teamwork, resourcefulness, and flexibility skills
- Associate of Science degree
- IFS experience
What We Do
ASSA ABLOY Fenestration provides world-class hardware solutions for windows and doors in the United States. The company is the result of integrating two heritage brands, Caldwell and Interlock, under the global ASSA ABLOY umbrella. They specialize in proprietary, high-performance hardware, including advanced hung window balances and sash lock systems for sliding, casement, awning, swing, and folding door applications.
