Customer Service Account Manager

POSITION SUMMARY

Are you looking for more than just a job? Join Matthews International, a company with over 175 years of success and stability. As a global leader in memorialization, we take pride in our craftsmanship and commitment to quality — and it all starts with our people.

Customer Service Account Manager-the communication link between customer/sales/production and provides high level, professional customer service by responding to customer inquiries by telephone, email, written communication or personal contact to provide product/services information and to resolve mostly routine and some non-routine, more complex problems and requests with accuracy and efficiency.           

WHY YOU'LL LOVE WORKING HERE

• Job Stability: We’ve been around for 175 years — and we’re still growing.


• Career Growth: We believe in promoting from within.


• Respectful Culture: You’re not just a number — you're part of the team.


• Medical, Dental & Vision: Enjoy peace of mind with our comprehensive benefits package, including an employer HSA (Health Savings Account) contribution.


• Earned Time Off: Recharge and rejuvenate with earned time off to spend on your terms.


• Paid Holidays: Celebrate special moments and create lasting memories with paid holidays.


• Financial Perks: 401(k) program with company match as well as an Employee Stock Purchase Program.


• Education Perks: We believe in your continued growth and offer educational assistance to support your professional development.


• Dependent Scholarship Opportunities: We care about your family's future, which is why we provide opportunities for your dependents to pursue their educational dreams.

JOB RESPONSIBILITIES

• Provide a high level of customer service via telephone, email, written communication or personal contact to resolve mostly routine problems and requests.


• Identify and assess customers’ service needs and refer to other service or technical departments for follow up or additional information as needed.


• Ensure order instructions and information are submitted accurately and per customer specifications.


• Maintain current and accurate order entry information in all required software programs.


• Build sustainable relationships and trust with customer accounts through open and interactive communication.


• Additional duties as assigned.

QUALIFICATIONS / REQUIREMENTS

• High School Diploma or GED.


• Associate Degree or equivalent from two-year college or technical school preferred.


• 3+ years of previous customer service experience preferred; or equivalent combination of education and experience.


• Occasional travel either locally, nationally, and/or internationally may be required.


• High degree of proficiency MS Office Suite, Outlook & Internet applications.


• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.


• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).


• Solid understanding and application of mathematical concepts.


• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.


• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.


• Ability to work with and influence peers and senior management.


• Self-motivated with critical attention to detail, deadlines and reporting.


• Ability to work overtime as necessary.

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see.


• Occasionally lift and/or move up to 10 pounds.

* Reasonable accommodations may be made to enable individuals to perform the essential functions.