Ashley O.
Customer Account Manager - Operations, C & i @Knauf Insulation
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WORK HISTORY
Customer Account Manager - Operations, C & i @Knauf Insulation
Shelbyville, IN, US
Oversee a diverse portfolio of over 100 customer accounts, serving as the primary contact for all order, delivery, and customer service related needs. Ensuring accurate order management while also building strong, personable relationships through clear communication and dependable support. • Process and manage customer purchase orders by entering and tracking them in our ERP system (SAP), providing accurate lead times, and monitoring inventory levels to proactively communicate availability, early releases, or potential delays, utilizing Tableau (BI) as needed for certain accounts.• Coordinate logistics and deliveries using TMS systems (e2open, FourKites), ensuring timely and efficient transportation; provide clear updates to customers when delays occur and collaborate internally with the shipping/trucking team to resolve issues quickly.• Maintain and update customer information in our CRM system (Salesforce), create/handle claims, and partner closely with the sales team on shared accounts to ensure alignment on pricing, order changes, and customer expectations.• Collaborate with internal departments, including the credit team, sales, MRP and operations, to support invoice accuracy, payment tracking, policy changes, marketing updates, and inventory or lead time adjustments.• Provide daily customer service support, addressing questions, troubleshooting challenges, managing orders from start to finish, and ensuring a consistent, transparent, and reliable customer experience.• Participate in ongoing training related to systems, processes, and industry updates to continually improve efficiency and service quality.Central Operations - Commercial & Industrial
ABOUT ASHLEY O.
With over 10 years of experience in customer service and as an administrative professional, I’ve managed over 100 small, mid-size to large corporate accounts, built strong client relationships, and delivered personalized service in fast paced environments.My work has focused on streamlining processes, collaborating with cross functional teams, and utilizing tools like Microsoft 365, ERP systems and CRM systems to enhance efficiency and ensure high quality service. With a background in both remote and on site roles, I’ve proven my ability to adapt and be self motivated, lead teams, and optimize workflows.Throughout my career, I’ve thrived on providing exceptional customer experiences, from retail and food service to roles in sales and operations management. I’m passionate about continuing to grow, embracing new challenges, and making a meaningful impact in every role I take on, always with a focus on helping others and driving success.
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