Customer Service Account Manager - Central North

ALW

Customer Service Account Manager - Central North
Remote

Company Introduction:

ALW, a brand of LMPG, strives to be the most meaningful and engaged Architectural Lighting brand on the market. ALW is committed to providing solutions and products that help make manifest the vision and design intent of its specification partners all while providing the best value to its agents. We not only take pride in our products, but also in our culture, innovation, and leadership team. We are looking for someone that strives to bring value, innovation and creativity to all they do.

Celebrating over twenty years of creating and manufacturing industry-leading products and solutions, you have the opportunity to take part in something special and a brand that is a part of something larger.

Our Four Core Values are shared across the entire company, collectively driving the way Team ALW approaches each day, regardless of role or department. We are passionate about:

• Customer Commitment: Being as easy to do business with, as agent-friendly, and as highly responsive to our external and internal customers as we can be;
• Innovative Spirit: Creating exciting new products, offering custom solutions, continuously improving our processes, and always being flexible and solutions-driven;
• Teamwork: Our dedication to our teammates, both internal and external, being respectful, helpful, and flexible, while never forgetting to have fun and celebrate;
• Ownership: Our individual and collective accountability, basing our actions on integrity, trust and expertise to follow through on all commitments.

Job Title: Customer Service Account Manager (CSAM)

ALW is seeking an experienced and highly qualified Customer Service Account Manager (CSAM) to join our Inside Sales Team. This is a fully remote position. The right candidate will assist our Regional Sales Managers (RSMs) in providing best-in-class customer support and account management for a regionally based set of lighting agency partners; enabling ALW to deliver service as a competitive advantage and attain our sales goals.

You Will Be Responsible For:

CSAM Essential Job Functions

• Act as the initial and most frequent customer point of contact, fielding a broad range of inquiries via phone, email or internal ALW systems.
• Work independently and effectively with ALW internal teams and RSMs to collectively provide exceptional levels of account management, project management and customer support for each sales agent.
• Develop and continually build extensive knowledge of ALW’s product lines and capabilities, to respond to product-related customer inquiries effectively and efficiently.
• Interpret project reflected ceiling plans (RCPs), drawings, lighting schedules, and takeoffs.
• Use Bluebeam to measure, label & annotate RCPs.
• Cross lighting schedules from competitor products to ALW products.
• Work within ALW’s Salesforce quotation & order management system to maintain and update all project-related information throughout the project lifecycle – from request for quotation (RFQ) through order production and delivery.
• Process new quotes, quote revisions and hold-for-release (HFR) orders – ensuring proper documentation and readiness at the time of order release.
• Proactively monitor project status and communicate updates to agents accordingly.
• Communicate with freight carriers to resolve shipping issues or questions.

CSAM Competencies

• Must possess and demonstrate excellent verbal, written, and interpersonal communication skills, with the ability to interact effectively with internal and external customers at all levels.
• Ability to manage multiple projects/job opportunities simultaneously.
• Be a team player, self-motivated, positive disposition, and problem-solver.
• Must be well organized and detail oriented, with a balanced ability to dive into details and think strategically.
• Strong time management skills including prioritizing short- and long-term objectives and can work well under pressure.
• Ability to get up to speed quickly with proprietary applications and emerging technology.

Your Primary Objectives Will Be To:

• Meet/exceed company and department Key Performance Indicators (KPIs).
• Achieve the highest levels of conversion rates (turning quotes into orders).
• Nurture existing relationships and proactively create new business opportunities.
• Contribute to the achievement of company sales and profitability targets.
• Drive industry-leading customer satisfaction scores.

Your Experience & Qualifications Include:

• College degree preferred. At least 2+ years of professional experience.
• Previous experience in Inside Sales, Account Management or Quotations, Customer Service
• Lighting, electrical distribution or manufacturing experience.
• Must be capable of reading and interpreting written specifications, blueprints and architectural drawings.
• Proficiency in Microsoft Office and CRM/ERP systems. Salesforce experience is a plus.

You Will Succeed If You:

• Believe in and demonstrate ALW’s Core Values in all your interactions.
• Invest in becoming an expert on ALW’s product offering, capabilities and processes.
• Work closely, effectively and frequently with your intra/inter-department teams.
• Always maintain a positive, can-do attitude with customers and teammates alike.
• Are a team player, providing support and assistance whether or not specifically asked.
• Don’t shy away from picking up the phone to ask questions or provide answers.
• Are self-sufficient and willing to dig for an answer before asking for help.
• Proactively identify, evaluate and propose solutions to questions or problems.
• Challenge yourself to build strong customer relationships.
• Always have fun and have a drive to succeed!

Benefits at ALW:

Joining ALW means becoming a valued member of a community dedicated to your well-being. Our comprehensive benefits package includes:

• Group health plan, dental and vision coverage.
• 401(k) with matching contributions
• Life/AD&D Insurance
• Long-Term Disability
• Generous allowances for paid vacation and sick time
• Flexible Spending Account (FSA) offering tax-saving opportunities.
• Tax-Advantaged Health Savings Account (HSA) Plan
• Optimal work/life balance with paid time off, floating holiday, volunteer days, and company paid holidays.
• Stipend for cell phone/home internet expenses
• Engaging team-building activities and social gatherings
• Company-branded Swag
• A dynamic company culture nurturing diversity, equity, and inclusion

Apply today by sending your resume to [email protected]

Apply Now »