Customer Care Account Manager

Join LaundryLux

Customer Care Account Manager

What we are looking for: As a Laundrylux Customer CareAccount Manager you are the primary point of contact for our distributors andcustomers supporting all brands within our market segments. Aligned with ourRegional Business Development Managers Financing Team and Fulfillment teamthe Customer Care Account Managers primary focus is to maintain ownership ofall sales orders within a specified territory from order entry through toshipping and post-sale management. The Account Manager must be able tocollaborate and find resolutions that meet the customer and Laundryluxsbusiness objectives.

Before we continue to dive into the requirements for the role lets talk about Why you should join LaundryLux

Career Advancement: We offer a career not just a job. We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment.

Learning and Development: We foster a culture that encourages and promotes professional growth and development with continuous learning

Diversity Initiatives: We are proud to have launched the Womens Initiative focused on building a better workplace for women providing support and recognizing the talented women within our company.

LaundryLux Benefits: We offer a comprehensive benefits package including:

• Health benefits package including medical dental & vision plans
• Life Insurance
• 401(k) with company matching
• Paid Time Off
• Paid Holidays
• Profit Sharing
• Employee Referral Program
• Mentorship Program
• Company Sponsored Training
• Tuition Reimbursement

Back to the role:

What you will do:

• Serve as primary point of contact for all customers in your territory by building and maintaining long-term strategic relationships with the Sales Team customers and inter-departmental teams.
• Enter and maintain detailed sales orders into Epicor including correct PNCs (machines parts and ancillary) pricing discounts special sales programs addresses territory mark for order type quantity etc. This includes following up with customers regarding incomplete information or discrepancies on their POs.
• Maintain a shared inbox to monitor incoming orders and revisions and track pending requests. Acknowledge receipt of customer PO through email.
• Collaborate with the finance and accounting departments to get orders released in a timely manner.
• Work with Customers to understand their timelines needs and shipping requirements to process accordingly.
• Ensure on time shipment of customers orders by working with the Fulfillment and Operations Teams.
• Identify and proactively handle delivery delays.
• Arrange dock appointments with the Operations team and get BOLs once scheduled.
• Work with customers to resolve shipment issues i.e. damages missing parts wrong parts sent.
• Provide weekly open order reports to customers and RBDMs.
• Provide freight quotes inventory availability and order status updates upon request.
• Process credits debits and RMAs as assigned.
• Identify the root cause of issues and offer viable solutions to improve our efficiency accuracy current sales support processes and customer relationships.
• Answer the sales phone queue and assist customers or forward to the correct department for assistance.
• Uphold all Customer Care service level agreements.
• Perform other duties as assigned by management.

What you should have:

• Ability to work autonomously with little supervision.
• Ability to collaborate with internal departments positively and proactively.
• Excellent active listening verbal and written skills.
• Ability to shift priorities in a fast-paced environment.
• Aptitude to learn new systems and processes.
• Proficiency in MS Officeproducts.
• Sales or logistics experience is a plus
• Bi-lingual a plus but not required.
• Exceptional communication and interpersonal skills with the ability to influence and build relationships.

Education and Experience:

• Bachelors degree preferred.

• Minimum 5 years professional Account Management experience in a sales support wholesale or manufacturing environment preferred.
• A minimum of ten plus (10) years of experience in distributor management sales or business development with a proven track record in leadership roles.

Our Values:

People Share Responsibility Integrity Excellence Customer Focused Meaningfulness and Fun

If you are looking for your next challenge then this is your chance to join our team of exceptionally talented creative and innovative professionals. We want you!

We are an equal opportunity employer and we are committed to providing reasonable accommodations to individuals with disabilities in all aspects of the employment process. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances.

Our company participates in E-Verify.