Your role as a Customer Service Account Manager is to help businesses be successful using our products. A key part of your role is to serve as a trusted advisor to potential, new and existing accounts assigned to you. You will serve as a liaison for RLG's top clients to ensure overall customer satisfaction. This is an onsite position, with the individual reporting to the Customer Service Manager at our Franklin, TN location.

Responsibilities:

Develop and sustain solid relationships with key clients by being their champion and advocating for their needs. Addressing and resolving key clients' complaints, issues, concerns.
Expand current customer accounts through ongoing relationship development.
Liaise with internal teams to ensure resolution of customer needs and issues are addressed in a timely and satisfactory manner (Production, QA, Scheduling, Finance). You are the main point of contact between key clients and internal teams.
Communicate and collaborate with all necessary stakeholders.
Maintain a strong understanding of the industry and client needs. Maintain complete organization knowledge and product familiarity.
Drive key output performance KPIs that impact the client.
Create and update internal tracking and reporting systems daily to maintain accurate KPI's. Compiling reports on account progress, goals, forecasts.
Ensure the integrity of quality of products shipped, on time delivery, costing, invoicing.
Mitigate churn and ensure brand standards are met.
Participate in and/or lead client meetings on a regular interval (weekly, monthly, quarterly basis) on performance, relationship building on time delivery, etc.
Understand customer goals and remain alert and responsible to changing customer needs.
Demonstrate knowledge of market data and access to resources to quickly respond to new developments in the client's business.

Key Characteristics We're Looking For:

Communication: Effectively communicates with internal teams as well as with clients directly to deliver customer expectations. Strong written and verbal communication with a positive attitude.
Customer Focus: Acts as business partner, building trust and confidence with key clients; can effectively participate in business reviews, providing honest and professional input; actively listens to the customer and develop a true understanding of their needs.
Teamwork and Collaboration: At RLG, we know that all our actions touch the customer experience. We deliver as one team, proactively offering support to our team members to contribute to RLG's continuously improving service model.
Change Management: Comfortable with and embraces change; Identifies opportunities for improvement and provides input into our roadmap to elevate the customer experience.
Initiative: Proactive and an opportunistic self-starter that can work independently; serves as leader in accomplishing tasks and completing projects; initiates processes that contribute to speed and ease of doing business with RLG.
Adaptability and Multi-tasking: Strong organizational skills and attention to detail, with the ability to multitask; effectively manages complex customer bases and serves as mentor within team, assisting lesser experienced reps with escalated issues and workload management.
Problem Solving: Solution-oriented mind set, guiding and coaching others to resolution and root cause analysis to prevent future issues.

Qualifications:

Minimum 3-5 years' experience in Customer Service and/or Sales, preferably in a manufacturing environment.
Quick learner who will dive headfirst into the product and team environments to understand intricacies.
Strong desire to provide the ultimate Customer Experience.
Strong sense of urgency and the ability to multitask.
Ability to meet strict internal and external timelines & milestones.
Ability to effectively provide, receive and respond positively to constructive feedback.
Ability to produce professional documents, including spreadsheets, correspondence, and email.
Strong communication skills, both written and verbal, applicable in a corporate environment.

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