Experienced Customer Account Representative – Delivering Exceptional Service and Driving Business Growth through Strategic Account Management and Customer Engagement

Introduction to blithequark

At blithequark, we are driven by a relentless passion to revolutionize the way we live and work. Our mission is built on the foundation of transforming lives through innovative solutions, and we believe this journey begins with each individual employee. We strive to create an environment where diversity, inclusion, and belonging are not just values, but the very fabric of our culture. This is why we are seeking an exceptional Customer Account Representative to join our team, someone who shares our vision and is eager to make a meaningful impact.

Job Overview

The Customer Account Representative role at blithequark is designed for a highly motivated and customer-centric individual who can provide professional, quality, and "best in class" service to our existing and prospective customers, as well as our sales team. This position requires a consultative approach, ensuring that customer expectations are not just met, but exceeded. The ideal candidate will be passionate about helping customers, maintain thorough follow-up, and have meticulous attention to detail. This role involves a variety of activities, including inbound and outbound phone calls, email, live chat, and data entry, with a focus on facilitating, analyzing, and resolving customer issues, providing product support, and following up to resolve concerns in an accurate and timely manner.

Key Responsibilities

• Respond to customer and sales requests via phone, email, and live chat, ensuring prompt and professional communication.
• Troubleshoot issues or concerns by providing solutions and/or recommendations with a sense of urgency, demonstrating a proactive approach to problem-solving.
• Serve as the point of contact for addressing pre and post-order, shipment, and invoicing needs, including freight and warranty claims, product returns, replacement orders, customer credits, and bills, ensuring seamless customer experience.
• Complete daily tasks within pre-established timelines by appropriately prioritizing multiple tasks with minimal direction from management, showcasing organizational skills and independence.
• Meet team and customer performance metrics, goals, and deadlines in a fast-paced, ever-changing, high-performing team-based environment, demonstrating adaptability and resilience.
• Manage end-to-end customer experience and maintain account documentation, ensuring accuracy and up-to-date information.
• Build and provide B2B quotes with accurate delivery times to customers as requested, contributing to business growth and customer satisfaction.
• Monitor multiple order statuses and take action on orders not progressing through the order fulfillment cycle, following them through to fulfillment and ensuring timely resolution.
• Work closely with the Warehouse team, Territory Sales Managers, Credit, and Supply Chain to follow up on orders and address any questions, fostering a collaborative work environment.
• Continuously drive the customer base to utilize the e-commerce navigation, promoting digital engagement and ease of use.
• Maintain high-level product portfolio knowledge, staying updated on the latest products and services to provide expert advice and support.
• Recommend improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature, demonstrating a proactive and innovative mindset.
• Complete ad hoc projects as needed, showcasing flexibility and willingness to contribute to team objectives.

Requirements and Qualifications

To be successful in this role, you will need:

• A Bachelor's Degree in Business or a related field, or a minimum of 1 year of customer service work experience, demonstrating a foundation in customer-centric practices.
• Excellent interpersonal, verbal, and written communication skills, with the ability to communicate complex information in a clear and concise manner.
• Ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion, showcasing a customer-first approach.
• Flexibility and the ability to prioritize and complete a variety of simultaneous tasks with a high level of organization and attention to detail, demonstrating strong time management skills.
• Ability and willingness to learn and adapt quickly to rapidly evolving business processes, showcasing a growth mindset and eagerness to learn.
• Experience with Salesforce.com, Oracle ERP, and Google Suite is a plus, although not required, as we provide comprehensive training to ensure your success.
• Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi-task effectively, and execute tasks with minimum supervision, demonstrating independence and self-drive.

Physical Demands

The physical demands of this role include the ability to perform normal office duties, operate office equipment including computers, and determine the accuracy of work. Additionally, the ability to interact and participate in meetings is essential.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Account Representative, you will have access to comprehensive training programs, mentorship, and opportunities for professional development. Our goal is to empower you with the skills and knowledge necessary to excel in your role and advance in your career.

Work Environment and Company Culture

Our work environment is dynamic, collaborative, and inclusive. We believe in fostering a culture of diversity, inclusion, and belonging, where every employee feels valued, respected, and empowered to contribute. At blithequark, you will be part of a team that is passionate about making a difference and is committed to excellence in everything we do.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a starting salary range of $17.50 to $23.34 per hour. Additionally, blithequark provides a variety of benefits to employees, including health insurance coverage, a wellbeing program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). Other rewards may include annual bonus eligibility, based on both company and individual performance, as well as short- and long-term incentives and program-specific awards.

Conclusion

If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for the Customer Account Representative position at blithequark. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers and contribute to the growth and success of our organization. Don't miss this chance to join a dynamic and inclusive team and take your career to the next level. Apply now and become part of the blithequark family!