About Maddox + You

As a member of our Customer Experience Team, your focus will be on delivering on our mission of providing the easiest customer experience in our industry. This is not retail customer service. You will be responsible for managing complex orders for our customers in the commercial-industrial market and will be entrusted with the autonomy to make meaningful decisions that impact customer success. 

Your primary objective will be to drive customer retention by building relationships and ensuring a seamless customer experience. You will become the customer’s primary point of contact after the point of sale. Your daily responsibilities will include, but are not limited to, confirming sales orders, coordinating approval and release processes, responding to emails, answering phone calls, releasing shipments, and providing proactive updates to customers. 

Account management is one of Maddox’s oldest commercial positions, with a proven playbook and strong team, but we are growing rapidly, so adaptability is critical in this role. 

More About You: 

• You enjoy interacting with people and solving logistical and administrative problems. 
• You are autonomous and capable of managing your own time and workflows. 
• You demonstrate excellent written communication skills, including proper grammar and professionalism. A minimum 45 WPM typing speed is required for this role.
• You are comfortable with phone communication and able to think quickly on your feet during conversations. 
• You take your work seriously.
• You enjoy working independently but are capable of cooperating with a cross-sectional team to accomplish your objectives. 
• Your have a high degree of emotional intelligence, allowing you to empathize with customers and resolve conflicts. 
• You are capable of balancing multiple tasks without becoming overwhelmed or sacrificing accuracy.

Basics

• Full-time. The schedule is generally 7:00 AM - 4:00 PM.
• Drug-free workplace.

Comprehensive Full-Time Benefits, including:

• 3 Weeks Paid Time Off (PTO) (and an additional week for managers, and an additional week after 5 years).
• Health & Wellness: Can be taken as traditional insurance, or as cash in lieu of benefits. Benefit amounts vary based on age, family status, and eligibility, but as an example, in most circumstances, an employee with a spouse and 3 kids, would be eligible for $19,200 / year or more.
• Paid paternity/maternity leave
• 401k with 100% match up to 8% of wages.
• Paid holidays, marriage and family gifts to celebrate significant life events, and other reimbursements and voluntary benefits and coverages (such as Vision, Dental, Short Term Disability, Additional Life Insurance, Accident, etc), as eligible.

Skills & Experience

Experience with account or project management is preferred, but customer service skills can be acquired in a diverse number of fields. If you are aligned with our Core Values and have a teachable attitude, you are a candidate for this position. 

Pay: Starting $69.6k - $83k (wages and bonus) plus a comprehensive full-time benefits package that averages more than an additional $20k/year per employee (individual amounts vary on age, family size, and other factors).

Pro Tip: We get a LOT of applicants, so if you want to stand out, write a few sentences telling us what stood out to you, and why you think you'd thrive in this particular opportunity.

About Maddox + You:

Your focus will be on providing an unparalleled customer experience to a wide variety of customers across multiple industry segments. You will be responsible for confirming orders, coordinating approval and release processes, handling escalations, providing both reactive and proactive updates, and building relationships with customers to drive retention and customer satisfaction. 

This is an ideal role for someone looking to build a career with an employer who values your strong character, stable lifestyle, and dedicated work ethic.

Must-Haves:

• Great attention to detail. 
• Highly autonomous self-starter capable of managing your own time. 
• Able to create and maintain an organized workflow while juggling several responsibilities. 
• Highly empathetic and emotionally intelligent. 
• Capable of resolving conflict and managing escalations.
• Proficient with basic computer software (Google Suites, web browsers, etc.).
• Responds well to feedback.
• Excellent written and verbal communication skills. 
• Minimum 45 WPM typing speed. 

Not Required, But Nice to Have:

• Customer service and conflict resolution experience. 
• Knowledge of manufacturing processes and concepts.
• Experience with modern software (e.g., ERPs, CRMs, etc.).
• Familiarity with transformers and basic electrical concepts.

Basics

• Full-time. The schedule is generally 7:00 AM - 4:00 PM.
• Paid time-off, paternity/maternity leave, 401k matching, health/wellness benefits, etc. Smoke-free, drug-free workplace.

Experience & Education:

Prior experience in administrative or project management is helpful. We value skills and experience, but we're also willing to invest in training a select number of promising early-career candidates with the right combination of drive and ambition.

Advancement Opportunities: 

This is a Level II customer service position. Based on your performance, you may eventually become eligible (generally after 12-24 months) for promotion to senior account manager or other opportunities within customer success. 

Pay: Starting range with bonus: $61.9k - $76k. Plus up to $1k/month wellness stipend and other benefits.

Pro Tip: We get a LOT of applicants, so if you want to stand out, write a few sentences telling us what stood out to you, and why you think you'd thrive in this particular opportunity.