Customer Account Representative

Employer: FoxGuard Solutions
Job Location: Christiansburg, Virginia
Category: IT/Computers/Networking, Sales/Biz Dev, Tech Support/Customer Service
Employment Type: Full Time
Last Updated: 10/26/2020
Closing Date: 12/31/2020
FoxGuard Solutions
FoxGuard Solutions develops customized cyber security, compliance, and industrial computing solutions. As a leading operational technology company we deliver reliable, secure and configurable solutions that include: several cyber security solutions, including Patch & Update Management Services as well as turnkey computing solutions for mission-critical applications designed to fit a customer’s intended use, expected life-cycle and desired price point.
http://www.foxguardsolutions.com
Job Description

Over 80% of customers are more likely to do repeat business with those companies that give them the ultimate customer service experience, and FoxGuard Solutions is looking for the next Customer Account Representative to do just that! We are looking for a patient, positive, and detail-oriented individual who can act as a liaison; provide product and services information; and resolve any emerging problems that our customers may face with accuracy and efficiency. To be successful in this role one must be goal-oriented, high-performing, have superb interpersonal and communication skills. One will be expected to work independently as well as with other team members. If this sounds like you, continue on!

What you will be doing …. 

A Customer Account Representative is primarily responsible for managing the overall customer experience. This role must be able to balance being a customer advocate while preserving a healthy organization. Great autonomy is given in this role to meet the objectives of our customers and internal needs.

  • Manage customer orders, including but not limited to:
    • Order Entry, Order Inspection, Order Change Processing, Promise date confirmations o
    • Calculating expedite, order change, cancellation, holding, packaging and other applicable fees and coordinating the corresponding work be performed as needed
    • Usage and maintenance of customer-required websites and customer-specific reporting
    • Assisting the Accounting department with invoicing issues that result from order – PO discrepancies
    • Assisting the Shipping and/or Regulatory Compliance department with coordinating communication with freight forwarders or 3PLs as needed
  • Manage customer returns, including but not limited to:
    • Customer Return workflow
    • Providing help to the Industrial Support team per their request
  • Manage customer quote & other (non-order related) requests, including but not limited to:
    • Ensuring requests are given to the assigned account owner when needed
    • Completing quotes that can be configured from sustained materials
  • Ensure the account owner is plugged into critical projects, issues, changes, or anything else pertinent that is going on with the customer accounts
  • Communicate professionally and timely with customers and suppliers, both internal and external
  • Oversee and ensure all assigned Non-Conformance Reports are closed in a timely manner
  • Ensure work instructions, policies, forms, and other controlled documentation is kept up to date

What you will bring to the table… 

 

  • Associate’s degree (A.A.) or equivalent from a two-year college or technical school; or two years related experience and/or training; or equivalent combination of education and experience
  • Proficient in Microsoft Office Products
  • 2 years’ experience of email communication with customers
  • 1-year experience of data entry

The ideal candidate will have:

  • Experience using Microsoft CRM and Microsoft Dynamics Great Plains
  • 3 to 4 years of prior customer service experience

What we can offer you…

FoxGuard Solutions offers a competitive salary with a great benefits package, which includes dental, medical and vision insurance, as well as 401k, wellness programs, life insurance, short-term and long-term disability insurance, educational assistance and paid-time-off – and don’t forget Ice Cream Fridays! That’s right ice-cream every Friday!

EOE/AA: Females/Minorities/Disability/Veterans

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