Account Manager-Customer Service
Location: Temecula
Hours: M-F 9am to 6pm
Must have handled high volume accounts for a PRODUCT

Objective

• To ensure customers have a positive experience with the company organization which involve addressing customer inquiries, concerns and complaints promptly and effectively, providing accurate information, offering solutions to problems and delivering excellent service that exceeds customer expectations.
• To Build and maintain a strong relationship with customers, enhance customer satisfaction and loyalty and to contribute to the success and growth of the business.
• Ensuring customer satisfaction with their interactions and experience with the company products and services.

Responsibilities

• Respond to customer inquiries whether they come in through phone calls, emails, in a prompt and professional manner.
• Offer accurate and detailed information about products, services, status, pricing, policies, procedures to assist customers with making informed decisions.
• Assist customer placing orders, track shipments and provide customer with accurate updates in a timely manner.
• Keeping track of customer complaints or concern with empathy and patience investigating issues and workings towards satisfactory resolution.
• Assist with escalating complex or unresolved issues to the sales representative and/or high level management, specialized departments for further assistance and resolution.
• Documenting customer interactions and maintaining records of the company’s customer relationship management (CRM) system or database.
• Following up with customers to ensure their issues are resolved satisfactorily and to gather feedback on their overall experience.
• Provide feedback to management on customer service processes, policies and procedures to contribute with ongoing improvement and enhancements.
• Assist in creating packing lists, COA’s. COC’s and filling any customer form with accurate information and submitting it on a timely manner.
• Create weekly open order reports for key customers to help them tracking orders in progress and inventory at our warehouse.
• Ensure that inventory aged at our warehouse longer than agreed upon period is billed to the customer.
• Assist our accounting department collecting pre-payments and payments due before delivery.
Scope (Summary)
• Ensure customer satisfaction throughout the entire process.
• Assisting customer placing orders and managing the orders, modifications and or cancellations.
• Addressing billing inquiries or discrepancies, provide assistance with refunds, credits or adjustments.
• Handling customer complaints or dissatisfaction, investigate issues and finding suitable resolutions.
• To maintain a professional relationship with co-workers, vendors, drivers and assist with when needed to comply with customer/management requests.
• To create, maintain and upkeep a customer SOP (Standard Operating Procedure)

Software skills
? XP or Windows 7, 8, 10
? Internet tools
? Basic usage of MS Office (Excel, Word, power Point)
? Internet browsing and ability to navigate the WWW
? Microsoft Teams
? Monday.com
? Acumatica

EEO/AA Employer/Vet/Disabled.

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.