Account Manager

Job Summary

We are looking for a Customer Service / Account Management professional with experience in B2B customer operations, order management, quoting, and customer issue resolution. The ideal candidate should have experience working with cross-functional teams such as Sales, Accounts Receivable, Logistics, Production, and Planning.

Experience in a manufacturing or flooring environment will be an added advantage.

Key Responsibilities

• Manage day-to-day B2B customer interactions, orders, quotations, and service requests.
• Handle order entry and order management accurately and within defined timelines.
• Review and interpret customer Purchase Orders (POs), product specifications, and technical documentation.
• Coordinate with Sales, AR, Logistics, Production, and Planning teams to ensure timely order fulfillment.
• Resolve customer queries, order-related issues, delivery concerns, and service requests effectively.
• Monitor customer requests and ensure timely follow-up and resolution in line with SLAs.
• Support sales teams with customer information, quotations, order status, and issue resolution.
• Maintain accurate customer and order-related information in ERP and case management systems.
• Build strong customer relationships and contribute to customer satisfaction and retention.
• Coordinate freight-related activities and understand the impact of logistics on customer orders.
• Identify recurring issues and work with internal teams to improve service quality and operational efficiency.

Technical Skills

• Experience with ERP systems such as Epicor, AS400, or SAP; Epicor experience is preferred.
• Familiarity with Salesforce, Esker, and case management tools.
• Strong proficiency in Microsoft Excel, Outlook, and Teams.
• Understanding of freight processes, manufacturing workflows, and supply chain concepts.
• Ability to read and interpret customer POs, product specifications, and technical documents.

Required Experience & Qualifications

• 25 years of experience in Customer Service, Account Management, Order Management, or Sales Support.
• Experience handling order management, quoting, and customer-facing problem resolution.
• Experience working with cross-functional teams including Sales, AR, Logistics, Production, and Planning.
• Experience in manufacturing or flooring industry is preferred.
• Exposure to B2B customer operations, logistics, or technical customer service is an advantage.