Account Representative

Intralox, L.L.C. is seeking candidates for an upcoming class of Account Representatives within the Customer Service team. Account Representatives deliver outstanding service and manage customer accounts through both reactive and proactive engagement. Working as part of an industry-specific team, they help strengthen customer relationships, support day-to-day business needs, and sustain and grow sales.

The anticipated start date for this position is January 25, 2027.

This position is not eligible for work authorization sponsorship.

Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative conveyance solutions and services that improve lives and optimize businesses worldwide.

Our global workforce of over 3,000 employees in 20+ countries consist of reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers’ growth worldwide for more than 45 years.

Intralox was founded on the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We invest heavily in these values and aim to practice our business philosophy principles every day, which is why we have been consistently recognized for innovation and workplace excellence. We believe in the power of a good idea no matter where it comes from, using trust as the foundation to how we work, and that self-managed people are our greatest asset.

We listen objectively, think creatively, and deliver results. To learn more about our company culture, philosophy, and benefits, please visit our company page.

Responsibilities

• Respond to customer requests for quotes, orders, product information, and service support received through phone, email, customer portals, and other communication channels with a high degree of accuracy and professionalism.
• Manage a high volume of transactional and account-related work while meeting service expectations and maintaining attention to detail.
• Prioritize urgent requests, including expedited orders, while effectively managing standard orders and routine customer needs.
• Provide product recommendations and technical assistance for conveyor and belting solutions; consult with internal technical resources when additional expertise is required.
• Help customers improve existing operations by providing industry-specific product information and identifying opportunities for replacement, improvement, or new business.
• Build and expand customer relationships through responsive service and proactive account engagement.
• Co-manage accounts and contribute to team-selling initiatives in partnership with Account Managers, technical teams, and other cross-functional resources.
• Manage customer returns, complaints, and service issues in accordance with established processes, ensuring appropriate documentation and follow-through.
• Maintain accurate, current account and customer-contact information.
• Use CRM and ERP systems to document customer interactions, manage account activity, support quotes and orders, and maintain visibility of follow-up actions.
• Communicate order status, next steps, and resolutions clearly to customers and internal stakeholders.
• Follow established procedures while applying sound judgment to resolve customer needs and escalate complex issues appropriately.

Requirements

• Minimum of three years of experience in a customer service role.
• High school diploma or equivalent.
• Strong mathematical and technical aptitude. During the interview process, candidates must complete and pass both a mathematics test and a technical aptitude assessment.
• Excellent verbal and written communication skills. During the interview process, candidates must complete and pass a written assessment.
• Demonstrated ability to deliver accurate, professional service by phone and through electronic communication channels.
• Strong organizational, prioritization, and time-management skills.
• High attention to detail and accuracy, particularly when processing quotes, orders, account information, and other transactional work.
• Sound judgment, problem-solving ability, and a process- and procedure-oriented approach.
• Ability to work effectively as a self-managed, proactive team member in a collaborative environment.
• Working knowledge of Windows-based software and proficiency with Microsoft Office applications.
• Ability to learn and effectively use CRM, ERP, and customer-portal systems.
• Ability to work rotating shifts: 7:00 a.m.–4:00 p.m.; 7:30 a.m.–4:30 p.m.; 8:00 a.m.–5:00 p.m.; and 9:00 a.m.–6:00 p.m. One working Saturday per year is required for professional development.
• Working Arrangement: This role is onsite for the first 9–12 months to support training and onboarding. Following the training period, the position is eligible for a hybrid schedule of three days in the office and two days remote per week.
• Ability to travel by air and car at least two times per year for up to one week at a time.
• Ability to type a minimum of 35 words per minute.
• Ability to work occasional weekends for training and development.
• Ability to work some holidays.

Desired Qualifications

• Business-to-business customer service experience, including phone and email support.
• Basic mechanical aptitude to support product selection and troubleshooting.
• Experience managing customer relationships or accounts in a technical, manufacturing, industrial, or distribution environment.
• Experience working in a high-volume, transaction-oriented environment.
• Familiarity with CRM systems, Microsoft Dynamics 365, and ERP systems such as Oracle.
• College degree or relevant postsecondary education.
• Spanish-English bilingual proficiency for designated bilingual openings.