What are the responsibilities and job description for the Customer Account Representative position at Catapult Solutions Group?
Inside Sales / Customer Experience Representative
Local to Plano
Sales Department
Job Overview :
The Customer Experience Representative has a pivotal role responsible for supporting key customer accounts. This position requires a seasoned professional with extensive experience in customer experience, sales support, and order management. The Customer Experience Representative will focus on developing long-term relationships, optimizing sales processes and ensuring customers receive an exceptional level of service.
Key Responsibilities :
Account Support :
Develop and nurture relationships with high-value and strategic customer accounts to enhance loyalty and retention.
Promptly and professionally address customer inquiries and concerns, escalating issues as needed.
Collaborate with internal teams to recommend tailored solutions and proposals that meet customer needs and exceed expectations.
Performance Analysis & Reporting :
Analyze account performance data to identify trends, risks, and opportunities for growth.
Prepare and present key performance metrics and actionable insights to senior management.
Order Processing :
Accurately enter and manage customer orders in the system, ensuring all details, including quantities, pricing, and shipping information, are correct.
Verify order accuracy and resolve discrepancies promptly to maintain a seamless order processing workflow.
Inventory Management :
Monitor inventory levels to ensure product availability aligns with customer demands.
Collaborate with the procurement team to forecast needs and replenish stock proactively.
Customer Service :
Act as the primary point of contact for customers, providing timely assistance with inquiries, orders, deliveries, and returns.
Keep customers informed on order status, including confirmations, shipping updates, and delivery timelines.
Coordination & Collaboration :
Partner with sales, warehouse, and logistics teams to ensure efficient order processing and fulfillment.
Coordinate shipping and delivery schedules to achieve timely and cost-effective transportation.
Problem Resolution :
Proactively address and resolve issues during order processing, fulfillment, or delivery stages, including delays, shortages, and quality concerns.
Manage returns and exchanges, ensuring a customer-focused approach and proper handling of goods.
Qualifications :
Highschool Diploma / GED, bachelor’s degree a plus
3 years of experience in inside sales, or customer support with a positive track record of managing customer accounts
Building materials or similar industry experience
Excellent Analytical skills and extensive experience in CRM software a plus
Excellent communication and relationship-building skills
Customer Support | Performance Analysis | Order Management | Inventory Management | Customer Service | Problem Solving | Collaboration | Data Reporting | Logistics Coordination | Relationship Building
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