Account Representative Lead

Job Summary

The Account Representative (AR) Lead provides support to the Account Rep team, as well as team trainers. This Lead assists with the department that provides sales support and handles customer setup requirements. This department also interacts extensively with Sales, Quality, Purchasing, Logistics and Operations to set correct expectations for service and elevate issues to management when necessary. The AR Lead operates in a team-oriented and fast-paced environment, where multi-tasking is a must, and understanding the priorities of the workload is critical. This person spends considerable time scheduling and managing workload, assisting with guiding and developing people, collaborating interdepartmentally, and supporting leadership of the customer experience department.

Duties and Responsibilities

• Provides overall customer support to internal and external customers.
• Research, document, and correct customer information in various computer systems.
• Reviews various customer issues and problems, and coordinates problem resolution with appropriate departments.
• Assists Customer Service Manager and serve as backup.
• Fulfills all the requirements and duties of Account Rep I & II.
• Assists with the training/on-boarding of new hires and provides feedback to Customer Service Manager.
• Maintains onboarding process with all new hires and submits signed off training to the Customer Service Manager.
• Handles a few key accounts – steps in to handle other accounts as AR’s are out of office
• Assists with identifying and providing feedback on the AR’s account lists and workloads, when a change or training may be needed.
• Handles both standard and custom reports requested by management including but not limited to weekly/monthly orders entered.
• Back up for Manager on approvals for special pricing, quotes, and adjustments.
• Provide feedback to IT on potential development items or modifications in ERP system or other programs as needed.
• Assists with or leads special projects as needed in addition to daily responsibilities.
• Assistance in the coordination of training sessions (new or refresh) of new systems or processes, or if the need for supplemental training.
• Facilitates AR team meetings as needed.

Education and Experience

• High School Diploma or GED is required.
• Bachelor’s Degree is strongly preferred.
• 4 years of minimum experience in a Customer Service and Data Entry Role is required.
• 4 years of minimum experience in the chemical industry is required.
• 4 years minimum experience using an Enterprise Resource Planning system (ERP) is preferred

Knowledge, Skills and Abilities

• Supervisory/leadership experience is preferred. \
• The ability to manage projects is required.
• Proficient skills with Microsoft Office Suite including Word, Excel, PowerPoint are required.
• Must have strong computer skills including databases and Customer Relationship Management Systems.

Physical Demands

This position primarily involves working in an office environment and requires prolonged periods of sitting and working at a computer. The employee may occasionally be required to stand, walk, bend, reach, and lift or carry items weighing up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Eligibility Requirements:  Hiring is contingent upon eligibility to work in the United States.

Colonial Group, Inc. is committed to creating an environment that values and supports diversity and inclusiveness across our organizations. We encourage applications from qualified individuals who will help us achieve this mission. Colonial Group, Inc. prohibits discrimination of and will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.