Customer Service & Account Manager

Job Summary:

The Customer Service & Account Manager is responsible for overseeing advanced Customer Service operations, managing Senior Customer Service Representatives, Account Specialists, and supporting strategic customer and sales-related operational initiatives. This role serves as the primary operational partner to Sales Representatives and internal departments for escalated customer matters, complex projects, high-value accounts, and service recovery situations.

The Customer Service & Account Manager focuses on protecting customer relationships, improving account-level service execution, and ensuring cross-functional coordination across Customer Service, Sales Support, Logistics, and Operations. This role combines leadership, escalation management, and relationship-focused operational support to strengthen customer retention and business continuity.

Essential Responsibilities:

Customer Service Leadership & Escalation Management

· Oversee advanced Customer Service activities and complex operational matters

· Manage escalated customer situations and ensure timely resolution

· Support better experience of high-level customers with high business impact (Elite and A customers)

· Ensure customer communication remains professional, proactive, and solution-oriented

· Identify recurring service issues and implement corrective actions

· Develop, review, and modify goals and incentive programs which will motivate employees, encourage

teamwork, and produce the most desired results for the company and customers.

· Monitor procedures or implement for standards to increase while ensuring efficiency integration and

utilization of resources to meet established goals, metrics, and objectives.

· Act to ensure that there are effective and efficient systems in place of handling complaints and compliments.

Senior CSR Oversight & Team Support

· Coach and mentor staff, provide and promote professional growth through staff development and in-service training.

· Monitor workflow prioritization, responsiveness, and service execution quality

· Reinforce accountability and operational consistency within the team

· Effective recruitment efforts to establish and maintain staffing scheduling requirements as well as the

company objectives behind world class customer service are met.

· Review individual and group performance goals while conducting formal performance evaluations and coach or take disciplinary action as necessary.

· Prepare and provide weekly accomplishments as well as upcoming week focus point by outlining daily,

weekly, and monthly performance, observations, suggestions, trends, and opportunities including budgeting and forecasting.

Sales Partnership & Account Coordination

· Serve as a primary operational support partner for Sales Representatives and Regional Managers

· Assist Sales teams with customer escalations, service recovery, and operational coordination

· Support large projects, strategic customer initiatives, and account follow-up activities

· Coordinate internally to ensure customer expectations and operational capabilities remain aligned

· Provide visibility and communication to Sales regarding customer-impacting operational matters

Cross-Functional Coordination

· Partner closely with Sales Support on pricing clarifications, special orders, and account-related concerns

· Collaborate with Logistics, Warehouse, Purchasing, Credit, and Operations teams to resolve customer-impacting issues

· Support alignment between pre-order and post-order customer experience processes

· Support Customer Service Performance Manager responsibilities upon operation’s needs.

· Other tasks might be assigned upon Business need.

Operational Governance & Customer Retention

· Support implementation and enforcement of SOPs and service standards

· Identify opportunities to improve customer experience and operational workflows

· Assist leadership with KPI reporting, service trend analysis, and operational planning

· Support customer retention efforts through proactive issue resolution and relationship management

Travel:

No travel Requirement

Supervisory Responsibilities:

This position has supervisory responsibilities.