Customer Account Representative

Job Title : Account Representative - ENT / Staff Tech, Customer Service

Location : East Syracuse.NY,13057

Start Date : ASAP

Duration : 6 Months+

Position Summary

We are seeking a motivated and process-oriented Staff Technician, Customer Service to join our dynamic Customer Care Center team. This role is responsible for providing outstanding support to distributors seeking aftermarket replacement components. You will be part of a high-volume, fast-paced, and metric-driven environment focused on delivering exceptional customer satisfaction and first-call resolution

Key Responsibilities :

• Deliver top-tier customer support to distributors, including assistance with parts selection, ordering, pricing, availability, delivery expediting, dispute resolution, and limited technical guidance.
• Manage all inbound account interactions through phone and written communication channels.
• Provide superior follow-up and support to distributors and sales managers to ensure a seamless customer experience.
• Collaborate closely with internal departments to resolve customer issues and improve process efficiency.
• Communicate effectively with Service Managers, Parts Counter Personnel, and Distribution Teams to build and maintain strong business relationships.
• Participate actively in Carrier Excellence and continuous improvement initiatives within the department.
• Generate and manage multiple reports, combining data from various sources for process tracking and performance evaluation.

Required Qualifications & Skills :