Customer Service Account Representative

Job ID: [[id]]
Oldcastle, a CRH company, is reinventing what's possible in building solutions. We are the leading provider of innovative outdoor living products and utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, retailers, and homeowners alike as the manufacturer of precast concrete, polymer concrete, and plastic infrastructure products. Our portfolio of brands includes Oldcastle APG, Oldcastle Infrastructure, Belgard® hardscape, Echelon® Masonry, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, and Techniseal® sands and sealant technologies.
Job Summary
A Customer Service Account Manager will serve as the primary point of contact for assigned accounts ensuring exceptional customer satisfaction by managing client relationships, addressing inquiries, and resolving issues promptly. The Customer Service Account Manager will partner with the Territory Manager to build and foster long-term customer relationships. The key contribution of the Customer Service Account Manager is to manage current/new accounts through constant communication, Customer Support, Complaint Resolution and overall Customer Satisfaction from start to finish.
Job Location
This is an onsite role that can be based out of our Brooksville, FL or Nephi, UT locations.
Job Responsibilities
Actively support responsible customers and outside sales team member to fully understand all customer needs.
Active follow-up with customers regarding open orders, order status, order delays and all other order information.
Ensure ongoing client satisfaction and loyalty through proactive engagement.
Partner with outside sales team member to accurately and efficiently set up new customers accounts.
Manage customer order status, following up with accounts receivable team to resolve all credit holds.
Handle escalated client issues with professionalism and efficiency.
Point person for warranty communication with responsible customers. Gather all information, forward to warranty team and ensure warranty team can resolve all issues quickly and responsibly.
Partner with quoting/takeoff team to ensure all responsible customer requests are communicated back within 24-48 hours of receipt.
Point person for all technical questions, answer questions where able and if not forward all questions to technical team for reply; follow-up with technical team to ensure quick replies.
Point person for all customer related issues around quality, freight damage, claims, RA’s, etc.; gather all information, forward to RA team and ensure issue is resolved quickly and responsibly.
Weekly communication with all customers regarding order status and order history.
Manage all current accounts utilizing CRM databases; quote closure rate, active warranties, open order pipeline with responsible territory partner, quality issues/claims.
Collaborate with Sr. Account Manager to address critical customer needs.
All other tasks based upon business needs
Job Requirements
Bachelor’s degree or equivalent work experience in a field such sales or customer service.
Bilingual in English & French preferred
Knowledge of extensive business software (Microsoft Office).
Strong phone presence and ability to make/take dozens of calls per day.
Proven ability to multi-task and drive results in a dynamic, fast paced environment.
Experience with CRM databases or ability to learn all aspects of current CRM databases.
What CRH Offers You
Highly competitive base pay
Comprehensive medical, dental and disability benefits programs
Group retirement savings program

Employment type
Full Time