Account/Customer Service Manager

JOB TITLE: Account/Customer Service Manager

Status:                   Salary

Shift:                      Day/As-Needed

Dept.                      Customer Service          

Reporting to:        Director of Customer Service

JOB SUMMARY

The Account/Customer Service Manager will manage customer relationships and sales processes for the processing market accounts. They are responsible for new account conversions while managing an existing account base, where sales penetration and customer retention are equally important. This position requires extensive partnerships with external and internal customers on a daily basis in order to achieve results as well as deliver enterprising customer solutions that drive sales and revenue growth.

Major Duties and Responsibilities (Essential Functions)

• Communicate with customers concerning existing/new projects and pricing
• Establish relationships with new customers which includes policies, procedures and systems to be used by the department
• Maintain and grow revenue in an existing account base
• Interim customer interface until process with new customers is established
• Assignment of new customers, working with Customer Account Specialists on transfer of information
• Manage Customer Service department
• Train staff to deliver a high standard of customer service
• Participate in selection of Customer Service staff
• Collaborate with internal departments to ensure successful processing and activation of new accounts and to resolve customer issues, billing discrepancies, special needs and requests
• Meet with customers on routine basis to determine level of satisfaction and explore new opportunities
• Work with Vice President of Customer Service to establish goals and achieve objectives
• Implement policies and procedures
• Become knowledgeable in job responsibilities/tasks for direct reports; serve as back-up as needed
• Weekly and monthly billing
• Reconcile Inventory
• Perform other duties as assigned

Skills

• People leadership
• High level of communication ability
• Business acumen
• Customer relations (friendly, courteous and helpful)
• Proficient at computer operations (incl. internet operations)
• Experience with inventory management systems
• Data analysis
• Good grammar and diction
• Interpret instructions well
• Ability to think strategically

Qualifications

• Bachelor’s degree in business or related field desired
• 5 to 10 years in customer-facing interaction

Physical Demands

• While performing the duties of this job, the employee is regularly required to 
  • sit
  • talk
  • listen
• While performing the duties of this job, the employee is occasionally required to 
  • stand
  • walk
  • use hands to handle or feel objects, tools or controls
  • reach with hands and arms
  • climb or balance
  • stoop, kneel, crouch, or crawl
  • lift and / or move up to 25 pounds while complying with corporate safety policies

Why REO Processing?

• Dedicated to diversity and inclusion
• Family atmosphere
• Competitive pay
• Medical, dental & vision insurance
• 401(k) match
• 9 paid holidays
• PTO plus bonus unpaid time-off when needed

EEO Statement

REO Logistics provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, REO Logistics complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Reasonable accommodation is available for qualified individuals with disabilities, upon request.