Customer Service Representative

Location: Remote (Preference located on the West Coast or Central Region)

Compensation: $65,000 - $70,000 Base Salary + 5% Bonus

Department: Strategic Account Services (SAS)

Position Overview

The Customer Service Representative (Strategic Account Services) serves as a critical communication hub supporting Strategic and National Account customer base. This role partners closely with customers, sales, operations, purchasing, logistics, and multiple locations to ensure a seamless customer experience and successful execution of customer initiatives.

Unlike a traditional customer service position, this role is highly relationship-focused and requires strong account management, coordination, and problem-solving skills. The ideal candidate thrives in a fast-paced environment, demonstrates a strong sense of urgency, and effectively manages multiple priorities while maintaining exceptional customer service.

This individual will play a key role in supporting strategic customer relationships, driving customer satisfaction, and ensuring successful collaboration across internal teams.

Key Responsibilities

Customer Relationship Management

• Serve as the primary day-to-day contact for assigned Strategic and National Account customers.
• Build and maintain strong customer relationships through proactive communication and responsiveness.
• Provide exceptional customer service while managing customer expectations and resolving concerns.

Order Management & Account Support

• Process and manage customer orders, ensuring timely and accurate execution.
• Coordinate customer requests, inventory updates, pricing inquiries, and service-related activities.
• Gather and prepare pricing review information for new and existing customer accounts.
• Maintain accurate customer, product, and account information within company systems.
• Enter and maintain product specifications and account documentation within ERP platforms.

Cross-Functional Coordination

• Act as the communication hub between customers, sales, operations, purchasing, logistics, and internal support teams.
• Coordinate activities across multiple locations to ensure customer needs are met.
• Collaborate with internal teams to improve service levels and enhance the overall customer experience.

Issue Resolution & Continuous Improvement

• Monitor customer activity and proactively identify service concerns.
• Track customer issues through resolution, providing regular updates and follow-up communication.
• Support strategic account initiatives, customer programs, and special projects as assigned.
• Learn and effectively utilize internal systems, including Amtech, Encore, and other business platforms.
• Perform other duties as assigned.

Qualifications

Required Qualifications

• Experience in Customer Service, Account Management, Sales Support, Customer Success, Order Management, or Inside Sales.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong sense of urgency and responsiveness to customer needs.
• Excellent verbal and written communication skills.
• Strong organizational, multitasking, and problem-solving abilities.
• Experience serving as a primary point of contact for customers and internal stakeholders.
• Proficiency with ERP, CRM, or order management systems.
• High School Diploma or equivalent required.

Preferred Qualifications

• Experience supporting Strategic Accounts, National Accounts, or Key Accounts.
• Experience within packaging, manufacturing, distribution, logistics, or supply chain environments.
• Experience working across multiple locations or business units.
• Familiarity with Amtech, Encore, or similar ERP platforms.
• Background in account coordination, inside sales, customer success, or related customer-facing functions.