Customer Account Representative at Northern Pipe & Pipe Manufacturing

Key Responsibilities

• Serve as the primary day-to-day contact for assigned customers, ensuring timely and accurate order fulfillment.
• Monitor and manage the shared Customer Service email inbox to ensure prompt and professional responses to inquiries.
• Enter new orders with strong attention to detail, verify pricing and collaborate with Sales to resolve discrepancies. Review co-workers’ entries when needed to ensure 100% accuracy.
• Proactively communicate order status updates, delays, or changes to customers to ensure transparency and trust.
• Identify opportunities to improve truckload efficiency by recommending alternative or additional products based on customer needs and assist in configuring truckloads to maximize space utilization and delivery efficiency.
• Assist Sales in preparing quotes and helps to manage opportunities in CRM. Support price validation for select orders.
• Maintain and update customer data, order history, and communication records in Business Central, CRM or Customer portal.
• Process Returned Material Authorizations (RMAs) and credit requests related to returns, damaged goods, or mis-shipped products, ensuring timely resolution and accurate documentation.
• Build strong relationships with customers by understanding their needs and proactively addressing issues or opportunities.
• Monitor order status and communicate updates or delays to customers and internal teams.
• Work with Sales and Customers to keep requested shipping dates updated in Business Central. Ensure back-ordered sales orders are monitored and not past due.
• Manage incoming customer certification requests and ensure timely, accurate delivery.
• Generate and maintain specialized reports for contract manufacturing customers (e.g., UGSI monthly reporting) to support account management and ensure accurate, timely data sharing.
• Identify and document recurring customer needs or service patterns to improve efficiency and satisfaction.
• Support the Sales team by preparing customer insights, order trends, and fulfillment metrics.
• Work closely with Sales, Operations, Traffic and Yard teams to ensure alignment of customer expectations and delivery timelines.
• Serve as a backup for select Traffic department responsibilities, such as managing the Wylie scheduling portal and coordinating shipment logistics, as needed.
• Serve as backup for NPP’s main phone lines when the Receptionist is unavailable, ensuring prompt and professional handling of incoming calls.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Maintain awareness of safety protocols and ensure customer-related activities align with NPP’s safety standards.
• Performs other duties as assigned.

Qualifications

Education:

HS Diploma required. Associates or bachelor’s degree in business, Marketing, or other relevant filed preferred.

Experience:

Minimum 4-6 years of experience in customer service, order fulfillment, or sales support.

Skills & Abilities:

• Strong communication and relationship-building skills
• Proficiency with ERP, CRM systems and Microsoft Office tools
• High attention to detail and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Collaborative mindset with a proactive approach to problem-solving
• Familiarity with logistics, scheduling, or yard operations