National Account Customer Service Representative

The National Accounts Customer Service Representative supports a defined national customer base by owning cases end-to-end within a single customer and system structure. This role is responsible for dispatch coordination, order and billing processing, dealer assignment, and case resolution while ensuring accuracy across multiple systems.

Responsibilities:

• Owns cases from initiation through closure for assigned national account customers on a high-volume basis.


• Dispatch service requests to schedule salt deliveries.


• Accept and process work orders in accordance with established procedures.


• Assign accounts to the appropriate Culligan dealer based on territory and service needs.


• Enter, update, and maintain accurate case information in Salesforce.


• Communicate requests via email and phone with internal teams, dealers, and customers.


• Proactively follow up on ETAs and assigned tasks to ensure timely completion.


• Confirm work completion with dealers and customers.


• Close cases once all services, billing, and documentation are complete.


• Process billing in SAP, Ariba, and Corrigo systems.


• Ensure accurate invoicing and timely dealer payment.


• Assist with paper mail invoices and process accordingly if not already completed in system.


• Provide assistance to Dealer Support Call Center Operations on a daily basis and more as needed.


• Assist with administrative tasks related to national account servicing and case management.


• Maintain organized documentation to support audits and operational accuracy.


• Perform other tasks as needed.

Requirements:

• High School Diploma required, Bachelor’s degree preferred.


• 1+ year of experience of account management or customer service experience.


• Basic proficiency in Salesforce preferred.


• Basic knowledge of SAP and Ariba systems preferred.


• Experience working with invoice processing preferred.


• Familiarity with Microsoft Outlook and Excel.


• Familiarity with Automatic Call Distributor (ACD) environments.


• Accurate and efficient data entry skills.


• Skilled in written and verbal communication skills.


• Effective time management and organizational abilities.


• Customer service–focused mindset.


• Attention to detail in case, billing, and system management.


• Basic problem-solving skills with the ability to escalate when appropriate.


• Ability to manage multiple tasks while maintaining accuracy and follow-up.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies in this position:

Resourcefulness                   Customer Focus                    Team Player

Passion                                 Integrity                                Analysis Skills

Communication                  Organization/Planning       Initiative

Target Salary Range: $40,000 - 52,000 per year, paid hourly.  Exact pay will be based on factors including, but not limited to relevant education, qualifications, experience, level, geographic location, and business and organizational needs.  Full-time positions are eligible for competitive benefits, including: paid time off, health, dental, vision, life, disability benefits and 401(k). 

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