Customer Service Account Representative

Role Summary

Job ID: 526653

Oldcastle, a CRH company, is reinventing what's possible in building solutions. We are the leading provider of innovative outdoor living products and utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, retailers, and homeowners alike as the manufacturer of precast concrete, polymer concrete, and plastic infrastructure products. Our portfolio of brands includes Oldcastle APG, Oldcastle Infrastructure, Belgard® hardscape, Echelon® Masonry, RDI® railing, Catalyst™ Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, and Techniseal® sands and sealant technologies.

A Customer Service Account Manager will serve as the primary point of contact for assigned accounts ensuring exceptional customer satisfaction by managing client relationships, addressing inquiries, and resolving issues promptly. The Customer Service Account Manager will partner with the Territory Manager to build and foster long-term customer relationships. The key contribution of the Customer Service Account Manager is to manage current/new accounts through constant communication, Customer Support, Complaint Resolution and overall Customer Satisfaction from start to finish.

Responsibilities

• Actively support responsible customers and outside sales team member to fully understand all customer needs.
• Active follow-up with customers regarding open orders, order status, order delays and all other order information.
• Ensure ongoing client satisfaction and loyalty through proactive engagement.
• Partner with outside sales team member to accurately and efficiently set up new customers accounts.
• Manage customer order status, following up with accounts receivable team to resolve all credit holds.
• Handle escalated client issues with professionalism and efficiency.
• Point person for warranty communication with responsible customers. Gather all information, forward to warranty team and ensure warranty team can resolve all issues quickly and responsibly.
• Partner with quoting/takeoff team to ensure all responsible customer requests are communicated back within 24-48 hours of receipt.
• Point person for all technical questions, answer questions where able and if not forward all questions to technical team for reply; follow-up with technical team to ensure quick replies.
• Point person for all customer related issues around quality, freight damage, claims, RA's, etc.; gather all information, forward to RA team and ensure issue is resolved quickly and responsibly.
• Weekly communication with all customers regarding order status and order history.
• Manage all current accounts utilizing CRM databases; quote closure rate, active warranties, open order pipeline with responsible territory partner, quality issues/claims.
• Collaborate with Sr. Account Manager to address critical customer needs.
• All other tasks based upon business needs

Requirements

• Bachelor's degree or equivalent work experience in a field such sales or customer service.
• Bilingual in English & French preferred
• Knowledge of extensive business software (Microsoft Office).
• Strong phone presence and ability to make/take dozens of calls per day.
• Proven ability to multi-task and drive results in a dynamic, fast paced environment.
• Experience with CRM databases or ability to learn all aspects of current CRM databases.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

If you're up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

Oldcastle APG, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

AI tools may be used in certain stages of the employment lifecycle, such as candidate review; however, all final employment decisions will be made by a person.