Customer Service Representative

The Customer Service Representative serves as both the primary customer support contact and the strategic partner for key accounts. This role blends traditional customer service responsibilities with account management, consultative selling, and revenue growth initiatives. The position requires exceptional communication, relationship-building, and problem-solving skills to ensure client satisfaction, retention, and long-term business growth.

Essential Duties and Responsibilities

Customer Service & Support

• Respond to customer inquiries via phone, email, chat, or in person.
• Resolve product or service issues by clarifying needs, determining causes, and providing appropriate solutions.
• Maintain accurate records of interactions and transactions in internal systems.
• Escalate complex issues to appropriate teams when needed.
• Process orders, applications, and requests accurately and efficiently.
• Provide product and service information, updates, and policy guidance.

Account Management & Growth

• Develop and maintain strong, trusted relationships with key strategic clients, serving as their primary point of contact.
• Identify and pursue new revenue opportunities through cross-selling, upselling, and contract renewals.
• Understand client needs, challenges, and goals, offering tailored, consultative solutions.
• Create and execute account plans, setting growth and retention goals with measurable performance metrics.
• Collaborate with internal teams (product, marketing, customer service) to deliver solutions aligned with client expectations.
• Address and resolve client concerns, ensuring satisfaction and long-term retention.
• Deliver product presentations, training sessions, and business reviews to clients.
• Track and report on account activity, sales performance, pipeline status, and market opportunities.
• Stay informed on industry trends, competitive activity, and market shifts to identify risks and opportunities.

Other Duties

• Perform additional tasks as assigned to meet business needs. Responsibilities may be adjusted based on organizational priorities.

Competencies

• Analytical
• Problem Solving
• Critical Thinking
• Communication
• Adaptability
• Organizational & Planning

Qualifications

Minimum Qualifications

Education: Bachelor's degree in Business Administration, Marketing or a related field.

Experience and/or Training:

• Minimum of 5 years experience in account management, sales or business development, ideally with experience managing strategic or high-value accounts
• Strong negotiation skills, with a proven track record of managing large accounts and closing deals
• Excellent interpersonal, communication and presentation skills
• Ability to think strategically and understand complex business needs.
• Experience in consultative selling and developing tailored solutions for clients.
• Proficiency in ERP/MRP systems (Epicor preferred), CRM software and Microsoft Office (Excel, Word, PowerPoint).
• Knowledge of the industry and competitive landscape
• Strong ability to identify and pursue business opportunities
• Ability to analyze market trends and translate them into actionable strategies
• Ability to work independently and as part of a team
• Ability to work under pressure and adapt to changing priorities.

Preferred Qualifications

Education:

Experience and/or Training:

Physical and Mental Demands

• While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or touch objects, tools, or controls.
• The employee frequently is required to talk or hear.
• The employee is occasionally required to stand and walk.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
• The employee must be able to lift and or carry up to 10 lbs occasionally.
• Travel: This position may require travel between local offices and to customer sites, on an as needed basis, with manager approval. The travel will primarily involve visiting other local facilities to collaborate with different teams and support projects across our multiple, local locations and the entire organization.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Working Environment

Work is performed in a general office environment with limited noise exposure and usually moderate. Noise may be loud when frequenting the production floor. Additionally, there will be occasional exposure to dust, metal debris, changes in ambient temperature, and requires the use of appropriate Personal Protective Equipment (PPE).

The work environment characteristics described here are representative of those an individual will encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.