Service Account Manager

Job description

Job Requirements Why work for us? Alkegen brings together two of the world’s leading specialty materials companies to create one new, innovation-driven leader focused on battery technologies, filtration media, and specialty insulation and sealing materials. Through global reach and breakthrough inventions, we are delivering products that enable the world to breathe easier, live greener, and go further than ever before. With over 60 manufacturing facilities with a global workforce of over 9,000 of the industry’s most experienced talent, including insulation and filtration experts, Alkegen is uniquely positioned to help customers impact the environment in meaningful ways. Alkegen offers a range of dynamic career opportunities with a global reach. From production operators to engineers, technicians to specialists, sales to leadership, we are always looking for top talent ready to bring their best. Come grow with us! The Account Manager, Service acts as the liaison between external customers, sales engineers, internal warehouses & manufacturing groups. The Account Manager, Service is responsible for managing customer and distributor orders and resolving problem areas to provide a positive buyer experience. The job requires tact, attention to detail, the ability to make quick decisions, and the talent to juggle multiple responsibilities. Responsibilities: Coordinate domestic and international shipments with internal sales/customer service teams, carriers, and freight forwarders Prepare and ensure accuracy of all shipping and export documentation, ensuring compliance with applicable regulations and customer requirements Manage shipment scheduling, tracking, and coordination to meet delivery timelines Support compliance with international shipping practices, including documentation requirements Communicate proactively with internal stakeholders and external partners regarding shipment status and changes Maintain accurate and timely shipping and receiving records Enter and manage customer orders within the company’s ERP system Review orders, work instructions, and special requirements for accuracy and completeness Provide order confirmations, updates, and status communication directly to customers Serve as a direct point of contact for customers regarding orders and shipment-related inquiries Support coordination of issue resolution (e.g., delays, discrepancies) by working with internal teams and communicating updates to customers Assist customer service team with general order management and administrative support Maintain strong verbal and written communication with customers, vendors, carriers, and internal teams Support and adhere to company policies, procedures, and Quality Management System (QMS) requirements Identify opportunities to improve processes related to shipping, order management, and customer communication Perform additional projects or duties as assigned by the North America Sales Manager Maintains an ongoing relationship with assigned customers and commercial partner. Responsible for ensuring that the order has been entered correctly and that the customer has received acknowledgment with a realistic delivery date. Work closely with Production Control, Purchasing, and Shipping to ensure our customers’ needs are being met Will need to have basic knowledge of export order processing including ocean and air export shipment regulations and familiarity with NAFTA and other free trade agreements. Qualifications and Experience: High School Diploma required. Associate's or Bachelor's degree in relevant field preferred. A minimum of 2-5 years of customer service experience in an office setting is required. Manufacturing company experience preferred. Preferred working knowledge of US trade compliance including import and export compliance, ITAR, NAFTA, Other free trade agreements, Made in the USA rules, Harmonized tariff rules Must have excellent communication skills and strong detail orientation. Capable of handling multiple priorities and adapting to change with ease. Willing to take on additional tasks and work effectively on a team. Proficiency in Microsoft Word and Excel required, knowledge of NOS preferred. Ability to rotate with other Service Representatives to provide holiday coverage. ** This position is based onsite at our plant in North Augusta Monday through Friday. If you are interested in being part of a world class customer Service function at Alkegen, we would love to hear from you! At Alkegen, we strive every day to help people – ALL PEOPLE – breathe easier, live greener and go further than ever before. We believe that diversity and inclusion is central to this mission and to our impact. Our diverse and inclusive culture drives our growth & innovation and we nurture it by actively embracing our differences and using our varied perspectives to solve the complex challenges facing our changing and diverse world. Employment selection and related decisions are made without regard to sex, race, ethnicity, nation of origin, religion, color, gender identity and expression, age, disability, education, opinions, culture, languages spoken, veteran’s status, or any other protected class.