Customer Experience Account Manager

Customer Experience Account Manager

Mueller Company (Mueller Co.), the nation's leading manufacturer of flow control devices for the water and gas distribution industries, has an opening in our Customer Experience (C/X) Team for an Account Manager. This position does not involve any cold-calling or outbound sales calls. Rather, this role provides account updates and support to established distribution partners and customers of Mueller. The Account Manager position is located at Mueller's Shared Services office in Decatur, Illinois and will report to a Customer Experience Supervisor.

Duties will include, but not be limited to, the following:

• Assess and address external customer needs via phone call or email by providing stock checks, expedites, technical support, order history-tracking shipments, order entry and product applications/limitations. This support is to established and regular customers of Mueller.
• Provide support needed to resolve customer complaints and issues including all paperwork and follow up until process is complete
• Act as liaison between the territory manager/customers and various Mueller manufacturing plants. Work closely with Planners and Manufacturing Department Heads to provide current information on expedite requests and lead times.
• While there are no cold calls or outbound sales calls in this role, Account Managers are expected to listen to customer needs and offer Mueller products that will meet the application they are requesting
• Carry out additional job responsibilities and duties as required.

This position requires extended use of a phone/headset for up to eight hours per workday.

Required Qualifications:

• High school diploma or equivalent.
• Previous work experience or other activities demonstrating the requirement of a strong communications background.
• Intermediate computer experience with ability to quickly learn and navigate new computer programs.
• Ability to work in a team setting and gain trust and respect of various persons throughout Mueller's various locations and customer base.
• Must be customer-oriented and have the ability to make quick decisions in a professional and confident manner.
• Demonstrated organizational and time management skills
• While company travel is minimal, employees are expected to be available for potential travel for job duties/training (less than 5%)

Ideal Qualifications:

• 2+ years of customer service and/or inside sales experience.
• Bachelor's degree in business or communications-related field.
• Strong experience in mainframe programs that include inventory control – such as JD Edwards (E1)
• Experience in Salesforce
• Familiarity Microsoft Outlook programs (Excel, Word, PowerPoint, and Outlook)
• Experience with phone-based customer service support systems
• Technical/Mechanical background

Applicants not meeting the "Required Qualifications" listed above will not be considered for this position. Work hours will be Monday through Friday. For adequate nationwide customer support coverage, start times may occur between 7:00 - 10:00 a.m. with an end time between 4:00 – 7:00 p.m. (Most shifts are 7a-4p or 8a-5p.) This position does have a 60-minute unpaid lunch. Overtime may be required on an intermittent basis. (This position is non-exempt and eligible for overtime pay.) No relocation assistance will be offered for this position.