Customer Service Account Manager

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Company & Culture:

At GT's Living Foods, LLC, we've stayed true to the authentic brewing process for over 25 years. Our #1 selling Kombucha is raw, organic, naturally effervescent, and handcrafted in small batches - always cultured, never compromised. We're proud to remain a family owned & operated company. As our GT's family continues to grow, we are deeply humbled and sincerely grateful for every moment of this journey with you.

Requirements:

• Experience: Minimum 4+ years of customer service experience or related job field and knowledge with distribution and or/third party logistics, retail compliance accounts, and order management
• Education: Bachelor's degree in related field (preferred)
• Systems: Experience with software systems (transportation management systems)
• Additional Skills: Prof. in Microsoft Suite

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The Account Manager helps drive accountability amongst the Customer Service team by ensuring full compliance is achieved with each Customer (on time delivery/fill rate). The Account Manager role assists Customer Service Representatives with escalated issues and resolves conflicts, with a special focus on VIP accounts. Helps achieve optimal Customer experience by liaising with cross functional teams, ensuring timely delivery of solutions according to customer needs and objectives, clearly communicating order progress, and is a trusted advisor to key accounts and customer stakeholders. Other responsibilities include Customer Service optimization, preparing account reports, maintaining, and updating customer profiles, reconciling OS&D (Overages, Shortages & Damages) reports, and supporting the Sales Team in the growth of the business.

Knowledge, Skills & Abilities:

• Attention to detail: demonstrates passion for accuracy in both minor and significant workstreams
• Customer focus: responds professionally to customer service requests via phone and email
• Compliance driven: key player in achieving 98% deliveries on time and 98% deliveries in full
• Organization: coordinates logistics/transportation, and ensures all orders are fulfilled timely
• Communication: ability to effectively convey timelines and order statuses to internal and external customers, team members, and stakeholders both verbally and in writing
• Collaboration: partners collaboratively and places a premium on team success over individual accomplishments
• Consistently meets deadlines: ensure orders are delivered as promised
• Solution focused: ability to identify process gaps and recommend solutions and ideas for optimization
• Leadership: ability to influence without authority and manage conflict when it surfaces

GT's Employee Experience (Benefits/Perks):

• Health Insurance: Medical, Dental, Vision, LTD Life & Disability
• 401K with Matching
• Employee Assistance Program
• Discounts on the amazing GT's product line
• Corporate Discounts with our partners thru LifeMart (concert & sporting event tickets, cell phone service, gifts, restaurants, hotels, gyms, childcare, and more!)
• Others: on-site corporate gym, food trucks every weekday, and quarterly employee appreciation events

Job Details:

• Work Hours: Business hours, Onsite 5 days a week
• Work Attire: Use good judgement, keeping in mind the nature of their work, their own safety and the safety of others, and their need to interact with the public.
• Pay Range: $66,560.00 to $70,000.00 + bonus eligibility

GT's Living Foods, LLC is an Equal Opportunity Employer committed to hiring a diverse workforce and maintaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, disability or any other basis protected under federal, state or local laws.