Customer Service Account Manager




ALW (Architectural Lighting Works)

Customer Service Account Manager
Fully Remote


ALW's mission is to Illuminate the Soul with a broad range of linear and architectural luminaires, tailored to virtually any space. We take pride in our products, and we value creativity and ownership from all roles in our organization. We are looking for someone who wants to join a team that is passionate for innovation, never settling for the status quo. This position offers significant potential for personal growth and success, while gaining experience and contributing to an inspiring and fulfilling team culture.


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.


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 reflective 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.

  • Other duties and responsibilities as assigned by your manager.

 

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.

 

CSAM Preferred Qualifications:
  • 2+ years of experience in the lighting industry preferred.

  • Previous experience in a customer facing role, such as customer support, inside sales, or account management.

  • Proficient in using MS Office, CRM & ERP systems. Sales Force experience is a plus.

 

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 Advantage 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

 

Compensation:
Varies based on factors including skill level, proficiencies, transferable knowledge, and experience.

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.

 

For more information about ALW, please visit our website at www.alw-inc.com

ALW is an equal opportunity employer. We’re committed to creating an inclusive culture, and we celebrate diversity of all kinds.

Interested candidates can email their resumes, with the job title of interest in the subject line to csamposting@alw-inc.com

 


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