Customer Service Account Manager

Job Description

Job Description

Description:

Job Title: Customer Service Account Manager

Location: New Jersey, On Site

Department: Customer Service

Reports to: Director, Customer Service

Job Description:

At MaxLite, our vision is to transform the way people experience light. We are seeking an experienced Customer Service Account Manager to join our rapidly growing company, supporting our customer base on the specific assigned location

As a Customer Service Account Manager at MaxLite, you will manage and support customer needs to achieve and maintain a 100% satisfaction rate. You will collaborate closely with the sales team to meet monthly, quarterly, and annual sales targets, supporting sales activity within your assigned territory. This role requires effective use of web-based customer service tools and frequent communication with customers and internal teams via phone and email.

Key Duties & Responsibilities:

• Manage order fulfillment for your assigned sales territory, including order entry, administration, and shipping coordination.
• Handle inbound calls and emails with professionalism, resolving customer inquiries promptly and accurately in a fast-paced, multitasking environment.
• Monitor and run order reports to ensure timely shipment of open orders, release of holds, and fulfillment of backorders.
• Maintain accurate and up-to-date opportunities, quotes, and customer records in FreeAgent.
• Build and maintain strong partnerships with assigned Sales Representatives to drive collaboration and achieve territory goals.
• Work closely with the Senior Account Manager to identify, track, and pursue new sales opportunities.
• Take full ownership of customer issues from initiation to resolution, ensuring an exceptional customer experience and 100% satisfaction.
• Develop deep product knowledge of all MaxLite offerings to provide informed and effective customer support.
• Track and analyze sales performance, KPIs, and backorder trends, proactively addressing any gaps or issues.
• Collaborate cross-functionally with Operations, Product Management, and Logistics teams to meet customer needs efficiently.
• Identify opportunities to improve customer service processes, tools, and communication workflows.
• Process RGAs and manage RTI or buy-back program requests accurately and promptly.
• Prepare and maintain detailed documentation and reports on customer interactions, promotions, and order activity.
• Perform additional duties as assigned with minimal supervision while maintaining high attention to detail and responsiveness.

What We Look For:

• Bachelor Degree
• 3-5 years of experience in a customer service/account management role
• Experience and understanding of the lighting industry highly desired
• Exceptional listening, comprehension, and oral/written communication skills – including grammar, spelling, punctuation and writing composition skills.
• Proficient in Microsoft Office Suite, AI, and technologies
• Strong ability to work independently, prioritize tasks, attention to detail and solve problems in a fast-paced environment.
• Collaborative team player with a positive attitude.

We Offer:

• Competitive salary + bonus
• Growth opportunities
• Health benefits (medical, dental, vision)
• Paid time off (sick, vacation, holidays)
• Life and disability insurance
• 401(k) w/ company match

Working Conditions & Physical Requirements:

• This is an on-site position required to work out of our Pine Brook, NJ Headquarters, Monday through Friday, 5 days per week during the assigned shift schedule
• Must be able to commute to the work location
• Must be able to walk, talk, sit, stand, bend, listen, type, read
• Must be able to push, pull, lift up to 15 pounds on occasion
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About MaxLite:

MaxLite has been committed to providing energy-efficient lighting products for more than 32 years. One of the first movers into LED technology in the industry, MaxLite offers an extensive line of state-of-the-art indoor and outdoor LED lamps and luminaires under the MaxLED® brand. A three-time recipient of the ENERGY STAR® Partner of the Year Award for its industry leadership, MaxLite continues to be at the forefront of energy-efficient technologies through the innovative research and development capabilities of its three locations.

EEO Statement:

MaxLite provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regards to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MaxLite to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable

accommodation is needed, please inform Human Resources during the interview Process.

Employment with MaxLite is on an at-will basis, meaning either you or the Company can terminate the employment relationship, at any time, for any or no reason, and with or without cause or notice. As an at-will employee, your employment with MaxLite is not guaranteed for any length of time.