Customer Account Specialist

About the role

The Customer Account Specialist- Houston, TX acts as an extension of management ensuring a positive customer experience while being the representative of management to others. Provides [proactive] customer support and performs numerous duties, including order to cash improvements, order life cycle improvements, overseeing visitors and training of new hires. This role is 100% on-site.

Responsibilities

• Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
• Act as the single-point-of-contact to Atmus/Koch's customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
• Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Atmus/Koch's processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement. Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
• Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Ensures customers comply with export polices and ensures required export/shipping documentation is compiled to the relevant legislation.
• Acts as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance.
• Supports Supervisor with hosting customer visits at local facility. Develop, prepare and distribute standard and customized internal and customer reports.
• Coaches team members on Customer Order Management policies, procedures and metrics. Leads a Customer Order Management departmental goal or initiatives to support a more proactive customer support organization.

Education

• High School diploma or equivalent. (Associate's degree or higher preferred).

What we look for

• 1 - 2 years' experience in customer service support, preferably in manufacturing with heavy emphasis on sales, distribution, manufacturing, and manufacturer representatives.
• Basic math and typing skills.
• Good working knowledge of Excel and Word.
• Must be able to respond and handle anywhere from 50-150 emails daily.
• Effective communicator, verbally and written.
• Ability to work cross functionally.
• Must be detail oriented.
• Must be able to multi-task.
• Must have previous work references.

Work Environment

• On site 100%, typical office environment.
• Business casual, at minimum.

What We Offer

• Comprehensive Healthcare: Competitive medical, dental, and vision insurance plans.
• PTO: Paid Time Off package and paid holidays
• Retirement Savings: 401(k) plan with a competitive company match