Customer Service Operations (Account Management)

Company Overview (Duraflame, Inc.) is a leading manufacturing company dedicated to delivering top-quality products and services. With a commitment to excellence and innovation, we strive to exceed customer expectations and contribute to their success. Summary This role is responsible for supporting the sales function by processing customer orders, preparing invoices, coordinating shipments, and ensuring accurate and timely fulfillment of all customer needs. This role bridges customer service, sales analysis, and logistics by managing order flow, communicating with customers and carriers, and providing sales reporting and operational insights. Must have experience in a manufacturing, production, or warehouse environment. Responsibilities • Serve as a primary point of contact for customer accounts, providing responsive support and proactive communication on order status, shipments, and service issues. • Support the sales team by entering and maintaining accurate customer and order information. • Partner with Sales and Warehouse teams to analyze order trends, inventory availability, and customer demand; provide insights that drive improved forecasting and service levels. • Coordinate shipments from distribution centers and warehouses; tender loads to carriers and track shipments to ensure accuracy and on-time delivery. • Troubleshoot issues related to orders, carriers, brokers, and warehouses that may affect service levels; work with internal departments to resolve quickly. • Process freight claims, returns, and credits; assist with invoice reconciliation and payment discrepancies as needed. • Prepare recurring reports on order status, service levels, and sales performance metrics; provide actionable insights to sales management. • Assist with Electronic Data Interchange (EDI) and accounts receivable as required. • May perform other duties as assigned to support sales and operational teams. • Qualifications • Proven experience in customer service or account management roles. • Experience in transportation/freight dispatching. • Excellent communication skills, both verbal and written. • Familiarity with CRM software and ORACLE is preferred. • Ability to work independently as well as part of a team. • Knowledge of technology sales is a plus. • Strong organizational skills and attention to detail. • Intermediate skills in Excel and Microsoft Office Suite products. • Call-To-Action If you are passionate about delivering exceptional customer experiences and driving sales success, we invite you to join our dynamic team at Duraflame, Inc. Apply now and be part of our journey towards excellence! Job Type: Full-time Pay: Up to $45,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Paid time off • Vision insurance Work Location: In person