Customer Account Representative

Location: Wauwatosa, WI or Radnor, PA
Reports to: Customer Service Manager, C&C Bostik

The Customer Account Representative is responsible for end-to-end sales order management, ensuring customer satisfaction, and supporting revenue operations. This role requires strong ERP knowledge (preferably SAP), communication skills, and the ability to collaborate cross-functionally with Supply Chain, Sales, and Logistics teams to provide timely and accurate order fulfillment and issue resolution.

• Manage and process customer orders using SAP within 24 hours of receipt, ensuring accurate order entry and timely delivery.

• Serve as the primary point of contact for customer inquiries regarding product availability, pricing, shipping, and returns.

• Coordinate with Supply Chain and Demand Management to align delivery schedules with plant production and customer needs.

• Record and track complaints, assign them to the appropriate teams, and follow up on resolution within service level expectations.

• Apply credits/debits in accordance with business rules and DSA authority.

• Maintain accurate customer master records and proactively suggest alternate products when needed.

• Participate in Supply Chain meetings to discuss product availability and logistics coordination.

• Resolve crisis situations promptly and professionally while maintaining strong customer relationships.

• Ensure all processes are compliant with ISO 9000 standards, company policies, and applicable federal/state regulations.

• Support site HES policy and safety programs (including SafeStart, Behavioral Based Safety, etc.).

• Bachelor s degree in Business, Supply Chain, Engineering, or related field preferred (or equivalent relevant experience).

• 1 3 years of experience in customer service, sales support, or order management.

• Strong knowledge of ERP systems (SAP preferred), with additional experience in CRM tools like Salesforce.

• Proficient in Microsoft Excel and PowerPoint.

• Excellent communication, problem-solving, and customer service skills.

• Knowledge of logistics, inventory, and order fulfillment best practices.