Account Representative in Norwood, New Jersey at TILLEY DISTRIBUTION INC

Job Title
Account Representative

Job Summary

This role is responsible for delivering reliable, responsive, and high-quality customer experience from order initiation through final resolution. The Account Representative serves as a primary point of contact for customers, ensuring their needs are understood, expectations are clearly managed, and issues are addressed quickly and professionally.

This individual will oversee the full order lifecycle, coordinate across internal teams, and make practical decisions that balance customer service, operational efficiency, cost, and risk. Success in this role requires strong communication, attention to detail, sound judgment, and the ability to build trusted relationships with customers, sales partners, and cross-functional teams.

Essential Functions / Problem-Solving Accountabilities

• Collaborate with Sales to strengthen customer relationships, anticipate customer needs, identify potential growth opportunities, and recommend value-added next steps.
• Manage the full customer order process, including quote support, order entry, order changes, tracking, delivery coordination, issue resolution, and follow-up.
• Serve as a trusted customer contact by listening carefully, communicating clearly, and setting realistic expectations throughout the order lifecycle.
• Proactively identify order risks, service issues, or potential delays and take action before they impact the customer experience.
• Meet or exceed team standards for order accuracy, documentation, responsiveness, and cycle time.
• Ensure customer, order, and issue records are accurate, complete, and up to date, including status notes, actions taken, key contacts, decisions, and outcomes.
• Partner closely with Sales, Operations, Logistics, Finance, and other internal teams to remove blockers, resolve customer issues, and prevent repeat problems.
• Escalate complex or high-risk situations appropriately, while maintaining ownership through resolution.
• Protect the customer experience when problems occur by coordinating solutions, communicating updates, and following through on commitments.
• Identify recurring issues and recommend practical improvements to processes, policies, tools, or communication workflows.

• The company reserves the right to add or modify duties as needed.

Job Qualifications

Required

Preferred

Skills

Work Environment

• Indoor/Standard Office Environment.

Physical Demands

• Sitting and/or alternate sitting and standing at will.
• Keyboarding. Entering text or data into a computer by means of a traditional keyboard.
• Speaking. Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
• Hearing Requirements. The ability to hear, understand and distinguish speech and/or other sounds. (i.e., in-person speech, telephone, computer, etc.)
• Near Visual Acuity. Clarity of vision at approximately 20 inches or less (i.e., use of computers.)

*This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.