Customer Account Representative

Customer Account Representative

Job Category : Customer Service

Requisition Number : CUSTO006598

Location : Fargo, ND 58102, USA

Description

Serve as the primary day-to-day contact for assigned customers, ensuring timely and accurate order fulfillment. Monitor and manage the shared Customer Service email inbox to ensure prompt and professional responses to inquiries. Enter new orders with strong attention to detail, verify pricing and collaborate with Sales to resolve discrepancies. Review co-workers' entries when needed to ensure 100% accuracy. Proactively communicate order status updates, delays, or changes to customers to ensure transparency and trust. Identify opportunities to improve truckload efficiency by recommending alternative or additional products based on customer needs and assist in configuring truckloads to maximize space utilization and delivery efficiency. Assist Sales in preparing quotes and helps to manage opportunities in CRM. Support price validation for select orders. Maintain and update customer data, order history, and communication records in Business Central, CRM or Customer portal. Process Returned Material Authorizations (RMAs) and credit requests related to returns, damaged goods, or mis-shipped products, ensuring timely resolution and accurate documentation. Build strong relationships with customers by understanding their needs and proactively addressing issues or opportunities. Monitor order status and communicate updates or delays to customers and internal teams. Work with Sales and Customers to keep requested shipping dates updated in Business Central. Ensure back-ordered sales orders are monitored and not past due. Manage incoming customer certification requests and ensure timely, accurate delivery. Generate and maintain specialized reports for contract manufacturing customers (e.g., UGSI monthly reporting) to support account management and ensure accurate, timely data sharing. Identify and document recurring customer needs or service patterns to improve efficiency and satisfaction. Support the Sales team by preparing customer insights, order trends, and fulfillment metrics. Work closely with Sales, Operations, Traffic and Yard teams to ensure alignment of customer expectations and delivery timelines. Serve as a backup for select Traffic department responsibilities, such as managing the Wylie scheduling portal and coordinating shipment logistics, as needed. Serve as backup for NPP's main phone lines when the Receptionist is unavailable, ensuring prompt and professional handling of incoming calls. Participate in team meetings and contribute to continuous improvement initiatives. Maintain awareness of safety protocols and ensure customer-related activities align with NPP's safety standards. Performs other duties as assigned.

Qualifications

Education : HS Diploma required. Associates or bachelor's degree in business, Marketing, or other relevant field preferred.

Experience : Minimum 4-6 years of experience in customer service, order fulfillment, or sales support.

Skills & Abilities :

• Strong communication and relationship-building skills
• Proficiency with ERP, CRM systems and Microsoft Office tools
• High attention to detail and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Collaborative mindset with a proactive approach to problem-solving
• Familiarity with logistics, scheduling, or yard operations