Customer Account Representative - Catapult Solutions Group

Inside Sales/Customer Experience Representative

Local to Plano

Sales Department

Job Overview:

The Customer Experience Representative has a pivotal role responsible for supporting key customer accounts. This position requires a seasoned professional with extensive experience in customer experience, sales support, and order management. The Customer Experience Representative will focus on developing long-term relationships, optimizing sales processes and ensuring customers receive an exceptional level of service.

Key Responsibilities:

Account Support:

• Develop and nurture relationships with high-value and strategic customer accounts to enhance loyalty and retention.
• Promptly and professionally address customer inquiries and concerns, escalating issues as needed.
• Collaborate with internal teams to recommend tailored solutions and proposals that meet customer needs and exceed expectations.

Performance Analysis & Reporting:

• Analyze account performance data to identify trends, risks, and opportunities for growth.
• Prepare and present key performance metrics and actionable insights to senior management.

Order Processing:

• Accurately enter and manage customer orders in the system, ensuring all details, including quantities, pricing, and shipping information, are correct.
• Verify order accuracy and resolve discrepancies promptly to maintain a seamless order processing workflow.

Inventory Management:

• Monitor inventory levels to ensure product availability aligns with customer demands.
• Collaborate with the procurement team to forecast needs and replenish stock proactively.

Customer Service:

• Act as the primary point of contact for customers, providing timely assistance with inquiries, orders, deliveries, and returns.
• Keep customers informed on order status, including confirmations, shipping updates, and delivery timelines.

Coordination & Collaboration:

• Partner with sales, warehouse, and logistics teams to ensure efficient order processing and fulfillment.
• Coordinate shipping and delivery schedules to achieve timely and cost-effective transportation.

Problem Resolution:

• Proactively address and resolve issues during order processing, fulfillment, or delivery stages, including delays, shortages, and quality concerns.
• Manage returns and exchanges, ensuring a customer-focused approach and proper handling of goods.

Qualifications:

• Highschool Diploma/GED, bachelor’s degree a plus
• 3 years of experience in inside sales, or customer support with a positive track record of managing customer accounts
• Building materials or similar industry experience
• Excellent Analytical skills and extensive experience in CRM software a plus
• Excellent communication and relationship-building skills

Customer Support | Performance Analysis | Order Management | Inventory Management | Customer Service | Problem Solving | Collaboration | Data Reporting | Logistics Coordination | Relationship Building