Account Representative

Position Summary

The Account Representative (AR) serves as the primary point of contact for assigned customers, providing knowledgeable support throughout the life of their projects and orders. Working closely with Territory Managers and internal teams, the AR helps customers navigate questions, changes, challenges, and opportunities while ensuring a consistent customer experience.

More than simply processing orders, Account Representatives build trusted relationships, coordinate solutions, advocate for customer needs, and help guide projects from initial inquiry through resolution.

What Makes Someone Successful in This Role

Successful Account Representatives are strong communicators and problem solvers who balance multiple priorities while maintaining a high level of professionalism, responsiveness, and attention to detail. They collaborate effectively with customers and teammates, are naturally curious, enjoy learning, and take an active role in improving processes, sharing knowledge, and helping the team succeed.

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 escalate issues when appropriate.
• Advocate for customer needs while balancing company policies and operational requirements.

Coordination & Collaboration

• 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.

Continuous Improvement

• 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.