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Account Manager, Customer Experience

Company: Ecore International
Location: Lancaster
Posted on: June 20, 2022

Job Description:

At Ecore International, we transform reclaimed materials into performance surfaces that manage energy and improve people's lives. Why does it matter? Because we believe innovative surfaces have the power to help people in motion be their strongest, healthiest selves, and innovative businesses can help protect the planet we share.

We are looking for a new Account Manager to be a part of our Customer Experience team. Our Account Managers are responsible for providing exceptional customer support by coordinating customer service and sales support activity of new lead generation, key customer account management and special projects. Account Managers liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our products according to the customer needs.

Location: 100% remote work within the continental U.S.

What you'll be doing:

  • Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
  • Build and maintain business relationship with customers by providing prompt and accurate service so as to promote customer loyalty.
  • Provide professional and timely support on all phone lines.
  • Onboard new customers and educate them on our process and products.
  • Process all orders following the order entry guidelines, complete quality order entry checklist and supply order confirmation to customer.
  • Process sample requests utilizing the sample website or the standard order entry process.
  • Follow-up with customers when incorrect or incomplete information is submitted on their PO's.
  • Provide freight quotes, resolve freight quote billing discrepancies and issues with delivery of an order,
  • Make recommendations to customers to solve their problems and expresses confidence in interactions with customers.
  • Educate and support to customers, sales and other team members regarding the business unit technical support and product knowledge.
  • Assist customers with navigation through company websites, literature, installation documents, test results, etc.
  • Understand and review inventory availability to work out best possible solutions for the customer.
  • Coordinate Sales efforts with production and shipping to resolve questions on order requirements or resolve problems that may occur; process order changes and verify shipments are on schedule.What you'll bring to the table:
    • 2+ years' experience in customer service or sales position
    • Experience working in an Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) experience is strongly preferred
    • Project management experience a plusWhat we offer you:
      • Competitive medical, dental, vision, and prescription insurance coverage
      • 401k with a company match
      • Earn PTO hours immediately
      • Tuition reimbursement
      • Opportunities for development

Keywords: Ecore International, Lancaster , Account Manager, Customer Experience, Executive , Lancaster, Pennsylvania

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