Customer Account Representative

Customer Account Representative

North America's largest manufacturer and distributor of interior millwork producing and selling interior finishings. We have been steadily growing our footprint and industry leadership for nearly 100 years. Established in 1926, still owned by the founding family, we continue to have the same focus on product excellence and a superior customer experience. We help people transform houses into homes. You've probably seen our products in the media featured on TV shows and magazines such as HGTV, Style At Home, and House & Home, or by one of our Instagram influencers.

With us, you're more than just a number. We work hard to create a home for our Metrie family where you are empowered to be your best every day. Your contributions matter to us! We take pride in our culture of learning, ownership, and one team, and are committed to cultivating a diverse and inclusive workplace for everyone.

As the Customer Account Representative, you will be responsible for delivering exceptional service to our customers by managing inbound and outbound communications. This primarily involves responding to incoming calls and emails to process orders, providing updates on inventory and order statuses, and addressing routine customer inquiries and concerns. This also involves proactive outreach through weekly outbound calls to customers with a focus on following up regarding minimum order requirements, truck fill opportunities, and resolving any outstanding issues. You will have a strong understanding of our products and customers' needs to ensure a high level of satisfaction and support.

The Customer Account Representative reports directly to our Sales Operations Manager and plays a key role in maintaining customer relationships and supporting operational efficiency through timely and accurate communication. This position is based out of our Phoenix, Arizona branch. Work schedule: Monday - Friday in the office.

Working in-branch, together, is the default workplace environment for Metrie to be an exceptional place to work. Being together in-person enables deeper communication, spontaneous problem-solving, direct mentoring, and continuous learning.

Responsibilities

• Deliver responsive and professional service across a high volume of inbound customer requests, including calls and emails.
• Manage more complex service activities such as quoting, inventory checks, order entry, and delivery coordination with accuracy and a strong sense of ownership.
• Demonstrate a solid level of product knowledge to effectively address customer questions and tailor solutions to meet their needs.
• Proactively conduct weekly outbound calls to assigned customers to confirm orders, truck fills, and minimum requirements, while strengthening customer relationships.
• Apply established sales support processes with discipline to ensure consistent and high-quality customer experience across assigned accounts.
• Remain composed and solution-focused when engaging with customers, working constructively to resolve issues and maintain satisfaction.
• Proactively identify recurring issues, service gaps, or customer pain points and communicate them to the Sales Operations Manager with recommendations for improvement.
• Apply product knowledge to suggest alternatives or value-added options that align with customer requirements and business needs, when applicable.
• Be a reliable team player who supports colleagues and Outside Sales Representatives to achieve shared service goals.
• Take full ownership of customer requests and issues, ensuring they are tracked through to resolution and that customers feel supported throughout the process.

Qualifications

• A degree in business, communications, marketing, or a related field is preferred; equivalent work experience in customer service will also be considered.
• Proven ability to build rapport with assigned customers, proactively strengthen relationships, and serve as a trusted point of contact.
• Demonstrates sound judgment, flexibility, and effective problem-solving skills to adapt your service approach across a variety of customer situations.
• Capable of shifting seamlessly between inbound and outbound communications, managing high-volume periods and urgent service demands while maintaining consistent service quality.
• Open to feedback and committed to continuous development in account management, business acumen, and customer service effectiveness.
• Strong verbal and written communication skills, with fluency in English and the ability to convey information clearly, professionally, and effectively across multiple channels.
• Highly organized, with demonstrated ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment.
• Skilled in task prioritization and capable of working independently while remaining adaptable to changing business needs.
• Proficient with Microsoft Office Suite (particularly Outlook, Excel, and Teams) for efficient communication, reporting, and collaboration.

Preferred

• Knowledge of the building materials industry, construction practices, or related sectors.
• Experience with SAP.
• Experience with Customer Relationship Management (CRM), particularly HubSpot.
• Desire for growth into an outside sales career.
• Open to potential relocation within the West region or US in the future.

What You'll Enjoy

• A collaborative work environment with a clear strategy and goals.
• A competitive base salary and profit-sharing program.
• Comprehensive benefits package - medical, dental, eye care, and life insurance - Benefits start first of the month following hire.
• 401k Retirement Savings Plan - Up to 4% match, 100% vested after 6 months.
• Challenging and meaningful work and the chance to participate on cross-functional teams across the company.
• Development opportunities: We recognize potential in our people and strive to offer various opportunities for advancement, training, and personal growth.
• Family-oriented culture, focused on putting our people first.

In adherence to the principle of pay transparency, we are pleased to disclose the base pay range for this full-time position at Metrie. The base pay range for this role is set at $55,000 to $65,000/year. It is important to note that this position may also qualify for discretionary bonuses or commission payments. The specific base pay within the range will be contingent upon an individual's skills, qualifications, experience, and geographical location. Furthermore, it is essential to highlight that our remuneration ranges are established based on the role, level, and location.

Metrie embraces diversity and is committed to creating an inclusive environment where all team members and customers belong. We are an equal opportunity employer and welcome all qualified applicants. If you require accommodation at any time throughout the recruitment process, please contact our Human Resources team.

Metrie conducts pre-employment screening, including but not limited to background checks and drug testing for all final candidates. All applications will be independently reviewed. We are an E-Verify employer.