Customer Service Account Lead

$58,240 - $66,560/Yr

OTC Industrial Technologies - New Orleans, LA

Full-time - Mid Level

New Orleans, LA

About the position

The Customer Service Account Lead at OTC Industrial Technologies is responsible for managing customer portals to ensure accurate invoicing, timely purchase order (PO) retrieval, and overall customer satisfaction. This role serves as the main point of contact for key accounts, focusing on efficient communication, problem-solving, and seamless integration of customer systems with internal processes.

Responsibilities

• Oversee customer portals for invoicing, PO retrieval, and related documentation.
• Ensure accurate data entry, timely updates, and efficient resolution of portal-related issues.
• Maintain a clear understanding of customer requirements and portal specifications, adapting processes to meet unique account needs.
• Serve as the primary contact for assigned accounts, managing all aspects of customer communication and support.
• Develop and maintain strong relationships with customer contacts, focusing on responsiveness and proactive problem-solving.
• Collaborate with sales, finance, and operations teams to ensure accurate information flow and timely resolution of issues.
• Identify and implement process improvements to enhance portal use, invoicing accuracy, and PO processing efficiency.
• Monitor key metrics related to invoicing, PO retrieval, and customer satisfaction, providing regular reports to management.
• Address issues promptly, working to maintain high levels of customer satisfaction and retention.

Requirements

• 3+ years of experience in customer service, account management, or a similar role, ideally in industrial distribution or logistics.
• Strong understanding of customer portals, invoicing, and PO management.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and ERP systems.
• Detail-oriented with strong problem-solving abilities.
• Proactive and able to work independently as well as collaboratively in a fast-paced environment.
• Comfortable with data analysis and process improvement initiatives.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• 401(k) matching
• Tuition reimbursement
• Paid time off
• Relocation assistance