Customer Account Representative

Title: Customer Account Representative Department: Sales Reports To: Customer Excellence Manager Location: Rochester, NY Classification: Non-Exempt, Full-Time Annual Salary: $50,000-$58,000 Position Summary The Customer Account Representative (CAR) is responsible for building and maintaining successful relationships with key business accounts. Candidates must have superior communication and relationship-building skills, genuine care for quality of service, and an ability to generate meaningful reports for customers as well as corporate management. The CAR is the first point of customer contact for general inquiries such as pricing, products, order status, shipping discrepancies, etc. and will work closely with Engineering, Supply Chain, and Sales teams to increase efficiency in operational procedures. The goal is to build and maintain business relationships with customers by providing prompt and accurate service to promote customer loyalty and abide by our core values of Empowerment, Innovation, and Integrity. Essential Job Functions Enter orders which requires a basic understanding of product and stocking locations by customer – Accuracy is key Resolve e-mail and phone inquiries regarding Order Status, Product and Pricing for Customers and Sales Expedite orders, working with various internal departments to ensure product availability and timely shipment Initiate debits/credits resulting from customer feedback; this involves researching and understanding the problem and taking appropriate action; follow-up on Return Good Authorizations Log all Quality Issues Work with various internal departments on customer issues and needs (Billing, Credit, Shipping, Planning, Purchasing, etc.) Partner with sales reps to act as a true Fenestration Solutions Experts Work with Engineering and other departments to set up new item numbers or customer cross-references Ensure all customer profiles are accurate and up to date Knowledge of International shipping requirements, including Commercial Invoices and Incoterms: Communicate with customers and freight forwarders to ensure prompt payment, order processing and shipping Knowledge, Skills and Abilities Strong attention to detail and analytical problem-solving skills, with a focus on order accuracy and data quality Proficiency with ERP and customer order management systems; experience with IFS is preferred Strong organizational and time-management skills, with the ability to prioritize competing demands and work efficiently across multiple systems Clear, professional written and verbal communication skills with a customer-focused approach Ability to collaborate effectively with Sales, Engineering, Supply Chain, Finance, and other internal partners Resourceful and adaptable, with the ability to respond effectively to changing priorities and resolve customer or order-related issues Working knowledge of Microsoft Office, particularly Excel and Outlook Dependable and accountable, with the flexibility to support business and team coverage needs Educational & Experience High School Diploma required, A.S. degree preferred 2–5 years of customer service, account management, or order management experience, preferably in a manufacturing or distribution environment. About ASSA ABLOY Fenestration ASSA ABLOY Fenestration is the result of the integration of two heritage brands—Caldwell (established 1888 in Rochester, NY) and Interlock (founded in New Zealand in 1961)—under the global ASSA ABLOY umbrella. Renowned for proprietary, high-performance hardware solutions, the company leads in window and door innovations: from advanced hung window balances and sash lock systems to multipoint, smart security and hardware for sliding, casement, awning, swing, and folding door applications. ASSA ABLOY Fenestration is committed to a culture built on empowerment, innovation, and integrity, and is supported by the extensive resources of ASSA ABLOY—over 50,000 colleagues across 70+ countries. Com…

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