Customer Account Representative- Energy

AFL manufactures industry-leading fiber optic cable, connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today, we manufacture thousands of products, generate an excess of $5B in revenue, and employ approximately 12,000 associates worldwide. At AFL, we recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers. With a commitment to professional development and growth, let us connect you to your next career opportunity.

What We Offer:

• Flexible time off policy

• 401K Company match (up to 4% - dollar for dollar)

• Professional development, training, and tuition reimbursement programs

• Excellent medical, dental, vision, and life insurance policy options

• Opportunities for career advancement with an industry leading company!

Job Summary
Under general supervision, the Customer Account Representative is a member of the Customer Service team and is responsible for handling basic customer inquiries and assisting with pricing, quoting, and order management. This role involves learning internal systems, company policies, and industry best practices while developing relationships with customers and internal teams. The CAR will be involved in all phases of the sales process, including quotes, orders, shipments, complaints, and payment issues. The incumbent must be diligent in adhering to procedures, focused on producing top-quality results, being highly productive, and mindful of costs.

Responsibilities

• Manages customer inquiries, quotes, and orders under the supervision of the Customer Experience Manager.
• Responds to customer inquiries regarding products, pricing, availability, and order management.
• Preparation of timely and accurate quotes, utilizing AFL’s resources (website, catalogs, as well as application engineers/PLMs when necessary).
• Works closely with the Order Entry teams to ensure efficient processing.
• Supports CARs at higher levels by learning and assisting with escalation cases.
• Develops a foundational understanding of business unit processes and pricing controls.
• Maintains accurate records of transactions and communications.
• Logs and processes customer complaints, actively participating in problem resolution by identifying issues and assisting in the implementation of corrective actions.
• Manages Return Material Authorization (RMA) request. Including obtaining facts, obtaining decision to accept or reject request, creating/issuing RMA, monitoring RMA and all required communications involved, to include expedites replacement orders as required.
• Supports resolution of Accounts Receivable issues with customers. Includes determining why customer has deducted or not paid, assessing if there is a valid basis, and determining whether collection or credit is appropriate. Working with Customer Service Manager (CSM) and/or Supervisor, Regional Sales Manager (RSM) and Commercial Managers as part of the escalation process to reach a resolution.
• Monitors customer accounts: includes understanding issues, trends and general “healthiness” of the customer-supplier relationship to assist the organization (sales agents, RSM, customer service and product line managers) in the service and support of our customers.
• Understands, adheres to and promotes the environmental, health & safety policies and complies with AFL business Policies and Procedure.

Personal Qualities

• Interpersonal skills – must have a good command of the English language, both written and verbal in order to communicate with both internal and external customers.
• Initiative - self-starter with the ability to execute a given set of projects from start to finish in an efficient and timely manner.
• Multitasker – ability to juggle multiple tasks without losing sight of the details.
• Team player – ability to take direction, comfortable in a cross-functional, multi-cultural environment.
• Detail oriented – to ensure accuracy of order processing and quotations.

Qualifications

• 1-3 customer service/account management experience preferred, will consider otherwise qualified candidates that have demonstrated initiative and desire to grow.
• Intermediate user of MS Office required.
• Experience with Oracle and/or customer relationship management software, preferred.

Education

• High School Diploma or equivalent required

Working Conditions

• Normal office environment.

Disclaimer: This job description does not constitute a “contract” between the employee and the employer. The job description duties may change at the discretion of the employer and/or the employer may request the employee to perform duties that are not listed on the job description.