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Enters and researches customer sales orders, sample requests, product details, pricing, and shipping requirements. Maintains customer accounts, contacts, e-commerce tables, and ERP records. Handles invoices, packing lists, bills of lading, proof of delivery, shipment tracking, and expedite requests. Resolves order and invoice rejections while communicating updates to customers and internal teams. Success requires accuracy, organization, strong communication, teamwork, and the ability to manage time-sensitive processes.

Leads a customer support team by hiring, coaching, training, managing performance, balancing workloads, and ensuring service levels. Monitors KPIs, reports, and dashboards to improve resource allocation, efficiency, and customer satisfaction. Handles escalated customer issues, supports sales onboarding, maintains procedures, and partners cross-functionally with sales, marketing, finance, operations, and HR to improve customer experience and processes.

Partner with National Account Executives to manage key account projects, coordinate business reviews, direct customer service and sales teams, define tasks/resources, schedule timelines, track deliverables, identify margin improvements, run weekly team meetings, and report progress to stakeholders. Travel to key account locations approximately 10%.