Customer Service Account Manager

Atkore International - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Fabricated Metal Product Manufacturing

About the position

Atkore International is seeking a Customer Service Account Manager based in Philadelphia, PA. This role is pivotal in managing the order process while ensuring timely delivery and enhancing the overall customer experience. The successful candidate will report directly to the Customer Service Manager and will be responsible for a variety of tasks that include entering, tracking, and invoicing orders, as well as releasing materials for shipment. The position requires heavy communication with customers via email and telephone to address orders, inquiries, and follow-ups in a professional manner. Additionally, the Account Manager will coordinate with various cross-functional departments such as demand planning, pricing, traffic, quality, and accounts receivable to improve on-time delivery metrics. The ideal candidate will possess at least 5 years of experience in a sales or customer-facing role, demonstrating excellent written and verbal communication skills. Familiarity with lean manufacturing or business system-based companies is advantageous. The role also involves managing regional territory and agent standard processes to enhance customer satisfaction. Within the first three months, the new hire will complete Atkore's onboarding program and gain insights into how their role aligns with the company's mission and strategic objectives. By the six-month mark, the Account Manager will independently handle an assigned territory, ensuring that daily KPI metrics are met or exceeded. After a year, the expectation is to manage multiple territories while minimizing freight costs and driving innovation in customer service processes.

Responsibilities

• Handle all aspects of customer service, including entering, tracking, and invoicing orders and releasing material for shipment.
• Communicate with customers via email and telephone to manage orders, inquiries, and follow-ups promptly and professionally.
• Coordinate with cross-functional departments such as demand planning, pricing, traffic, quality, and accounts receivable to improve on-time delivery.
• Manage regional territory and agent standard processes to enhance the customer experience.
• Conduct monthly agent pulse calls to ensure engagement and alignment with standard work procedures.

Requirements

• Bachelor's degree preferred.
• At least 5 years of experience in a sales or customer-facing role.
• Strong Microsoft Office Suite skills (Office, Word, Excel & PowerPoint).
• Experience with AS400, JD Edwards, CRM software, preferably Salesforce.com is a plus.
• Excellent oral and written communication skills.
• Ability to work independently and/or with little supervision in a team environment.
• Proven ability to build strong relationships with customers.
• Strong problem-solving skills.

Nice-to-haves

• Experience in lean manufacturing or business system-based companies.