Job Title: Customer Service Account Manager (CAM)Job Description

We are seeking a Customer Service Account Manager (CAM) to join our dynamic customer service team in Auburn Hills, MI. As one of the world's largest manufacturers of float, value-added, and fabricated glass products and solutions, we produce high-performance glass for various applications including architectural, residential, interior, transportation, and technical uses. In this role, you will be responsible for maintaining strong relationships with our customers, ensuring their needs and expectations are met. You will manage existing customer relationships, support customer orders, solve problems, and collaborate with our outside sales team.

Responsibilities

• Address and resolve customer inquiries, complaints, and issues in a timely and effective manner.

• Possess deep knowledge of our products and product parameters to provide relevant information and recommendations to customers and Territory Sales Managers.

• Work proactively to anticipate customer needs, identify potential issues, and develop solutions to improve service levels.

• Troubleshoot and resolve customer service issues such as late delivery, billing problems, and pricing errors.

• Oversee the processing of customer orders, ensuring accurate and timely delivery, and manage any changes or adjustments to orders as necessary.

• Collaborate closely with the sales team to identify opportunities for improvement on the ordering process and Salesforce adoption of our Ecommerce system and Customer Portal.

• Monitor customer satisfaction levels (OTIF), key performance indicators (KPIs), and service level agreements (SLAs), ensuring targets are met.

• When necessary, escalate more complex issues to supervisors ensuring the customer’s concerns are appropriately addressed.

• Log customer interactions, complaints, and resolutions into customer relationship management (CRM/Salesforce) for record-keeping and future reference.

• Work with other departments (such as billing, technical support, or shipping) to solve customer problems.

Essential Skills

• Order entry

• Order management

• Data entry

• Administrative support

• Order processing

• Account management

• Excellent communication skills

• Attention to detail

• Ability to work with deadlines in a fast-paced environment

• Customer service

• Purchase order management

• Logistics

• Inside sales support

Additional Skills & Qualifications

• 2+ years experience working within account management

• Strong problem-solving skills

• Ability to multi-task

• Effective time management

Work Environment

This position is based in a large corporate office in Auburn Hills, MI. The work environment includes office cubicles with dual monitors. You will work directly with Customer Account Managers and their supervisors. Our organization offers a great internal culture with opportunities for growth and advancement.

Pay and Benefits

The pay range for this position is $24.00 - $28.00

• Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Auburn Hills,MI.

Application Deadline

This position will be accepting applications until Dec 31, 2024.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

Diversity, Equity & Inclusion

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent

• Maintaining an inclusive environment through persistent self-reflection

• Building a culture of care, engagement, and recognition with clear outcomes

• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.