Customer Account Specialist

Areas of Responsibility / Tasks

• Customer Service Related
• Process customer orders, drop ships and requests
• Provide product information, pricing and availability to customers
• Proactively reach out to customers to inform on material delays, new opportunities, and to resolve issues
• Maintain and update all customer pricing including monthly price sheets
• Handle customer complaints and properly escalate as needed. Provide ongoing communication to the customer regarding state of resolution.
• Schedule carriers for customer orders
• Cook with outside warehouses to ensure customer orders are shipped on time and in full in accordance with customer Requirements
• Receive and upload bill of lading documents – engaging in ongoing follow up with warehouses to ensure documents are received timely for invoicing purposes
• Answer incoming phone calls
• Sales Support
• Enter monthly price sheets
• Prepare reports for upcoming customer visits
• Make recommendations to the sales team on potential new business
• Arrange regular profit reports for review by sales
• Aid sales with meeting follow up action items – processing samples, providing quotes, sending product information, etc.
• Process and track samples and follow up with sales team on status
• Work with the purchasing team to update customer forecasts as relayed by sales

Competencies; Knowledge, Skills, Abilities (KSA)

• Knowledge of business processes from operational departments and commercial parts of the business
• Understanding of departmental expectations for systems being implemented
• Knowledge of business structure
• Strong ability to follow current processes and can apply knowledge to assist with process improvement
• Extreme attention to detail and ability to maintain data quality and integrity
• Strong ability to analyze and report on data
• Able to work efficiently to successfully complete tasks and projects under set deadlines
• Able to work independently, as well as in a team environment
• Able to maintain sensitive information
• Superior organizing/documentation skills

Minimum Qualifications/ Education / Experience / Certifications

• Education: High school diploma or equivalent required
• Experience: End-user knowledge of our ERP System Relevant Industry experience - preferred
• Detail oriented with organizational and multitasking skills
• Systems Experience: Working knowledge of M365 Office Suite, Customer Management, and Reporting tools
• Language: Proficiency in English required