Job description

Customer Account Manager

McMurray Fabrics seeks a team-oriented Customer Account Manager to join our growing team. You’ll oversee and assist the customer service team to assure customer satisfaction while building the McMurray brand of products for our world class customers. This multi-functional role will manage a team that serves as the customer’s advocate and McMurray Fabrics brand ambassador by responding to customer inquiries, assessing complaints, and resolving issues. As Customer Account Manager you will build a team that interfaces with all departments to ensure that our customers’ expectations are always met.

What you will do:

- Act as the lead McMurray Brand Ambassador as you build a cohesive customer oriented and experience driven team.

- Develop and maintain customer service performance metrics.

- Develop and implement customer service policies and procedures.

- Manage a team with assigned accounts and monitor that customer expectations are being fulfilled.

- Partner with and act as liaison between departments and the customer to assure customer expectations are communicated and executed.

- Manage any complex and or escalated customer complaints.

- Recruit, mentor and develop customer account representatives. Identify training gaps for the team.

- Manage and troubleshoot customer expected deadlines and communicate when the deadlines need to be adjusted.

Required Skills/Abilities:

- Excellent communication and critical thinking skills.

- Customer centric

- Experience in customer service management in a manufacturing environment is preferred.

- Proven track record of customers service, teambuilding and brand representation.

- People-oriented, strategic, and purposeful leader.

Qualifications:

- Bachelor’s degree in business management or equivalent is preferred. Three (3) to five (5) years’ experience managing an account service team is required.

McMurray Fabrics offers a competitive wage, bonus opportunities, great benefits, a pleasant work environment, and opportunities for learning and growing.

McMurray fabric is a drug and violence free workplace and conducts drug and criminal background screenings on its prospective applicants prior to employment.

Benefits include:

Health, dental, vision, and life insurance, paid time off, parental leave, 401(k) with match, referral incentive program, tuition reimbursement, and an employee assistance program.

Supplemental pay types:

Bonus pay.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Lincolnton, NC 28092: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Preferred)

Work Location: In person

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