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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