Customer Account Specialist

About the Role

The Customer Account Specialist is a forward-facing role focused on the individual needs and requirements of a customer portfolio. This position serves as the primary contact for all actions requiring liaison between manufacturing, quality, engineering, and customers. The Specialist works alongside the sales team to coordinate daily activities between supply chain, manufacturing, quality, and customers.

Responsibilities

• Relate with customers to understand their specific needs and enable the company to meet those needs.
• Update and inform the production team and management about client expectations to ensure top-level customer satisfaction.
• Execute pricing strategies and receive/enter purchase orders according to predetermined criteria.
• Provide expected shipment dates to customers and work within customer portals for PO acquisition and order confirmations.
• Process changes requested by the customer or occurring during the manufacturing process.
• Take the lead in resolving customer issues, engaging Sales Managers as needed.
• Troubleshoot and resolve issues with internal functions.
• Enter customer complaints into the system and facilitate needs between customers and Tegra Medical.
• Receive and review requests for quotations (RFQs) on existing or new products, entering them into the system or forwarding to appropriate teams (Applications Engineering, GTC Program Managers, QWT Team) and follow up as needed.
• Work with Supply Chain to schedule orders in alignment with customer request dates and current manufacturing lead times.
• Monitor customer open orders and contact customers for new purchase orders aligning with current lead times.
• Create job/order folders, collating necessary copies of prints and/or specifications.
• Generate updated quotes for customer products.
• Enter new customers into the system and field calls from customers seeking technical guidance.
• Contact customers regarding problems or questions during manufacturing and negotiate possible solutions.
• Assist the Customer Service team with coverage, call center inquiries, order entry, and job launch processes as required.
• Support the Accounts Payable department with follow-up inquiries on overdue invoices.
• Provide switchboard coverage as needed.
• Perform additional duties and responsibilities as required.

Requirements

• Excellent telephone etiquette, verbal communication skills, and typing skills.
• Ability to manage multiple priorities, strong decision-making capabilities, and capacity to handle confidential information.
• Ability to thrive in a fast-paced environment with a strong sense of urgency and passion for customer service.
• Strong service-oriented attitude, professionalism in communications, poise, tact, and diplomacy.
• Knowledge of Microsoft Office (Word, Excel, Outlook) and order entry systems.

Qualifications

• High School Diploma or equivalent is required.
• A minimum of three (3) years of related experience in a customer service setting, including order entry and return processing.

Physical Requirements

• Frequent repetitive work and standing.
• Occasional lifting (maximum 40 lbs.) and carrying (maximum 40 lbs.).
• Subject to physical hazards from moving equipment and machine parts.
• Constant use of safety glasses on the floor; full PPE as needed.
• Occasional sitting, walking, pushing, pulling, and reaching.
• Regular attendance in the office is required.