Overview

We are seeking an experienced and motivated Account Representative Lead to join our Customer Experience team. This role serves as a key support resource for the Account Representative team, trainers, and Customer Service Manager while helping ensure exceptional service for both internal and external customers.

The Account Representative Lead plays an essential role in coordinating workloads, supporting employee development, facilitating training initiatives, and maintaining strong cross-functional relationships with Sales, Quality, Purchasing, Logistics, Operations, and IT. The ideal candidate thrives in a fast-paced environment, excels at multitasking, and possesses strong leadership, organizational, and problem-solving skills.

We offer a competitive compensation and benefits package, including:

• Medical, Dental, and Vision Insurance
• Company-Paid Life Insurance
• Company-Paid Short-Term Disability Insurance
• Company-Paid Long-Term Disability Insurance
• 8 Paid Holidays
• Paid Time Off (PTO) and Personal Days
• End-of-Year Bonus Opportunity
• Stable, Family-Owned and Operated Company
• Career Growth and Advancement Opportunities

Key Responsibilities

Leadership & Team Support

• Provide guidance and support to the Account Representative team
• Assist with onboarding, training, and development of new team members.
• Maintain onboarding documentation and submit completed training records to management.
• Facilitate Account Representative team meetings as needed.
• Identify training opportunities and workload adjustments to improve team performance.
• Assist with coordinating and leading special projects and departmental initiatives.
• Serve as a backup to the Customer Service Manager when needed.

Customer Service & Account Management

• Provide exceptional customer support to both internal and external customers.
• Research, document, update, and correct customer information across multiple systems.
• Review customer issues and coordinate resolutions with appropriate departments.
• Manage key customer accounts and provide coverage for other accounts during team absences.
• Fulfill all responsibilities associated with Account Representative I and II positions.
• Generate and maintain standard and custom management reports, including weekly and monthly order-entry reporting
• Support approvals related to special pricing, quotes, and account adjustments.
• Collaborate with IT to identify ERP system enhancements and process improvements.
• Assist in coordinating training sessions for new systems, procedures, and process updates.
• Work closely with Sales, Quality, Purchasing, Logistics, Operations, and other departments to ensure customer expectations are met.
• Escalate service concerns and operational issues appropriately.
• Help establish and maintain efficient processes that support a positive customer experience.

Required

• High School Diploma or GED.
• Minimum of 4 years of customer service and data entry experience.
• Minimum of 4 years of experience in the chemical industry preferred
• Proven project management abilities.
• Strong proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Strong computer skills with experience using databases and Customer Relationship Management (CRM) systems.
• Excellent communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Why Join Us?

Join a company that values teamwork, professional development, and long-term employee success. As an Account Representative Lead, you'll have the opportunity to make a meaningful impact on customer satisfaction, team performance, and operational excellence while growing your career within a supportive organization.