Account Representative
Job Title\: Account Representative
Department\: Sales & Customer Service
Reports To\: Sr. Manager, Customer Service
Position Summary
The Account Representative is responsible for managing customer accounts and serving as the primary liaison between customers and internal departments. This role ensures accurate order processing, timely communication, and efficient resolution of both routine and complex customer inquiries for domestic and international clients.
Key Responsibilities
- Provide account management support to customers, including handling inquiries, order processing, and issue resolution
- Collaborate with Procurement and Operations to deliver pricing and lead time quotations
- Process and release customer purchase orders through the ERP system
- Monitor and track order status, providing updates and expediting requests as needed
- Coordinate shipping logistics, including freight forwarders, carriers, and transit methods
- Resolve shipping issues and ensure customer delivery requirements are met
- Record and track customer complaints using the Quality Improvement Process (QIP) system
- Manage Engineering Process Requests (EPRs) related to product configurations
- Process pricing workflow requests
- Support Sales Operations functions, including forecast management, Engineering Change Orders (ECOs), and month-end activities
- Maintain knowledge of Service Letters, Service Instructions, and Service Bulletins and their customer impact
- Ensure compliance with Export Administration Regulations and perform Restricted Party Screenings when applicable
- Participate in internal and external quality audits
- Complete required compliance training modules
- Participate in cross-functional teams and ongoing training initiatives