Customer Care Account Manager

The Customer Care Account Manager (CCM) serves as a vital customer liaison and trusted representative for assigned accounts. In this role, the CCM acts as the primary point of contact to address concerns, manage complaints, and provide detailed information. You will be responsible for resolving emerging issues with accuracy and efficiency to ensure a seamless experience for our customer base. As such, the CCM position is a hybrid, with responsibilities within Customer Care and Inside Sales. The CCM manages general support inquiries for external and internal stakeholders, assists with questions regarding products/services and billing procedures, and helps customers complete forms while gathering/recording all information necessary for proper transactions. Customer Care is also responsible for the accurate and timely entry of new sales orders, including editing, analyzing, and interpreting incoming orders for all lines of business. Additionally, the CCM provides product recommendations and assists in lead generation efforts. Provide prompt and efficient service in a busy contact center environment. Understand, develop and assist in sales growth by establishing high levels of customer confidence and positive customer relationships. Cultivate and maintain positive customer relationships within an assigned account base while serving as a primary escalation point to resolve concerns, including: Accurate and timely entry of new sales orders Facilitation of quotes and sample requests Analysis and resolution of pricing discrepancies Proactive tracking and reporting of order status Management of credit and return requests Resolution of billing procedures and concerns Responsible for representing customer requests and perspectives to production and management personnel to plan and execute proper "customer first" support. Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members / supervisors as needed. Locate/research information using multiple systems/technologies. Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues. Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner. Learn and maintain a basic understanding of products, procedures, and systems Achieve department metrics and expectations as outlined Participate in a team based environment to achieve department and sales team goals Supply and follow up on clarifications, delivery information, expediting, discrepancies, product design and recommendations and product complaints. Facilitate account management skills (account planning, field resource coordination; close, support customer education and promotion needs). Demonstrate effectiveness working independently and in team environments. Establish phone presence; commanding & disarming, ability to create rapport, network, build, and maintain productive business relationships. Leverage and use customer networks, resources and tools via phone/web to expand connectivity, reach and interest across stakeholders. Identify and leverage opportunities to establish policies, programs, and processes that drive product demand and escalate insights to sales partners. Verify and complete required data entry including details of the target's responses, notes and any follow through actions in accordance with policies and procedures set by the client. Create and maintain a positive impression with the Customer All other duties as assigned based on business needs LI-EA1