Customer Account Representative

Job Description:

Core Duties 

• Connects regularly with assigned client accounts via phone, e-mail and text.  

• Acknowledge and thank every customer for orders over $1,000 via text.   

• Ensures that clients are consistently satisfied with the organization's product and services, and resolves escalated issues.  

• Evaluates the client's needs and proposes potential solutions to the territory manager. 

• Serves as a single point of contact for the customer and may coordinate the work of others on the team. Identifies and escalates cross-selling or upselling opportunities. 

• May coordinate customer trainings or basic support.  

• Keeping up with product and service information and updates. 

• Creating and maintaining a database of current and potential customers. 

• Answering existing customers' questions, assisting with order and delivery issues and account maintenance.  

• Partners with the Territory Manager to ensure smooth handoff of new clients into their portfolio 

• Partners with Manager to escalate customer concerns 

• Reviews customer performance monthly to recognize trends in their purchases and offer support to declining customers or commend growing customers 

• Reviews full portfolio performance quarterly with Manager to identify areas of opportunity for new accounts 

• Introduces new product offerings to all customers via text, email, and phone 

Job Requirements 

• BA in Business Admin or similar field or 3 years of experience is sales, account management, customer service or adjacent area. 

• Excellent organization, communication, interpersonal, analytical and problem-solving skills 

• Make appropriate judgments, keeping customer service, safety, and time sensitivity a priority. 

• Proficient in Microsoft Office (Word, Excel, Outlook). 

• Preferred experience with PowerBi and HubSpot 

• Outgoing personality. 

• Professional appearance and attitude. 

• Preferred to communicate verbally in both English and French (or Spanish).

XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.