Customer Account Manager

U.S. Silica Holdings Inc. is a global performance materials company and is a leading producer of commercial silica used in the oil and gas industry and in a wide range of industrial applications.

Over its 124-year history, U.S. Silica has developed core competencies in mining, processing, logistics, and materials science that enable it to produce and cost-effectively deliver more than 800 diversified products to customers across our end markets.

U.S. Silica's wholly-owned subsidiaries include EP Minerals and SandBox Logistics™. EP Minerals is an industry leader in the production of products derived from diatomaceous earth, perlite, engineered clays, and non-activated clays.

SandBox Logistics™ is a state-of-the-art leader in proppant storage, handling and well-site delivery, and is dedicated to making proppant logistics cleaner, safer, and more efficient.

The company has 26 operating mines and processing facilities and two additional exploration stage properties across the United States and is headquartered in Katy, Texas.

The Customer Account Manager will report directly to the Customer Service Supervisor and is responsible for managing customer orders, providing timely support, and coordinating with internal teams to ensure smooth and efficient order fulfillment while driving customer satisfaction.

ESSENTIAL JOB FUNCTIONS :

• Process customer orders and manage changes according to company policies and procedures.
• Provide timely and accurate information to customers regarding orders, status updates, and product inquiries.
• Collaborate with various departments (logistics, transportation, sales, credit) to ensure smooth order processing and resolution of issues.
• Coordinate with supply chain and warehousing teams to ensure timely order fulfillment at the highest possible service level.
• Resolve credit issues by working closely with the Accounting Department.
• Record and follow up on customer concerns, complaints, and issues, providing timely feedback to the business unit.
• Ensure timely delivery of orders and follow up on orders to meet specified deadlines.
• Partner with sales teams to exceed customer expectations and drive satisfaction.
• Contribute to process improvement initiatives and suggest recommendations for efficiency.
• Track performance metrics (KPIs) as determined by management and department objectives.
• Prioritize and address customer inquiries and requests to improve service delivery.
• Build and maintain effective, collaborative relationships with internal teams to enhance business performance.
• Assist with regularly scheduled tasks, service desk requests, and other duties as assigned to support business needs.

REQUIRED EDUCATION, EXPERIENCE, AND SKILLS :

• High school diploma or equivalent.
• Minimum 5 years of experience in a customer-facing role (e.g., customer service, sales, logistics, operations).
• Strong experience managing customer relationships and resolving issues.
• Familiarity with sales, logistics, and / or customer service department procedures.
• Experience with international shipping documentation is preferred.
• Ability to work effectively across functions (sales, logistics, quality, customer service).
• Willingness to be on call during evenings and weekends to address urgent customer needs.
• Flexible schedule to accommodate workload peaks and special projects.
• Strong problem-solving skills with a focus on delivering quality work.
• Ability to multitask and prioritize in a fast-paced work environment.
• Strong interpersonal and communication skills with an ability to influence and motivate others.
• Proficient in Microsoft Office Suite (Word, Excel, Email)
• JDE Enterprise and SFDC (Salesforce) systems experience - a plus
• Excellent organizational, time management, and analytical skills.
• Self-motivated with the ability to work independently and meet deadlines without direct supervision.
• Commitment to delivering high-quality results and maintaining attention to detail.

DESIRED TRAITS :

• Strong customer orientation and results-driven mindset.
• Ability to think creatively and propose process improvements.
• A positive attitude with a focus on teamwork and collaboration.
• Commitment to company values and contributing to business growth.

U.S. Silica is an equal opportunity employer for all without regard to race, gender, color, religion, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.

U.S. Silica is a smoke- and drug-free workplace. The above description is intended to capture the essential functions of the job, nature and level of work as of the preparation date.

It is not intended to be an exhaustive list of all duties that may be required of the position. This job description may be modified at any time with or without notice.