Account Representative

Key Responsibilities: Customer Support & Order Management Serve as the primary point of contact for assigned customers throughout the lifecycle of their projects, orders, and relationship with Kolbe. Manage customer orders, revisions, requests, and related communications while ensuring accuracy and timely follow-through. Help customers navigate products, processes, and available resources while providing knowledgeable, responsive support. Partner with Territory Managers and internal teams to support customer success. Problem Solving & Issue Resolution Investigate customer concerns, identify solutions, and coordinate issue resolution across departments. Anticipate potential challenges and proactively communicate options, impacts, and next steps. Exercise sound judgment when managing complex situations and elevate issues when appropriate. Advocate for customer needs while balancing company policies and operational requirements. Coordinate activities across Sales, Manufacturing, Service, Finance, and other internal teams to support customer needs. Maintain accurate customer information, documentation, and order records within company systems. Communicate effectively across departments to ensure customer commitments are understood and supported. Contribute to a collaborative, customer-focused team environment. Continuously build product, process, system, and industry knowledge. Identify opportunities to improve customer experience, communication, and internal processes. Share knowledge, best practices, and lessons learned with teammates. Participate in ongoing training and support organizational change initiatives. Key Skills & Qualifications Required 3+ years of customer service, account management, order management, project coordination, or related experience. Strong communication, organization, and time-management skills. Ability to manage multiple priorities while maintaining accuracy and attention to detail. Strong problem-solving, critical-thinking, and decision-making abilities. Customer-focused mindset with a commitment to service excellence. Proficiency with Microsoft Office applications, CRM systems, and business systems. Preferred Associate's or Bachelor's degree in Business, Communications, Customer Experience, Marketing, or a related field. Experience supporting dealers, distributors, contractors, builders, architects, or other B2B customers. Experience with ERP, CRM, quoting, or order management systems. Experience in manufacturing, construction, building products, or a related industry.