Customer Account Specialist; Hybrid, Malvern, PA

About the role

You will be responsible for successfully managing the accounts in your assigned territory by establishing a strong customer relationship based on trust and responsiveness. While providing a superior level of customer experience and world-class service you will accurately process customer orders in an efficient manner to ensure customer demands are met. In addition, you will also manage customer complaints and issues, and are empowered to resolve service exceptions in a timely and professional manner.

Responsibilities

• Maintain constant contact with customers, sales representatives, Credit department, Logistics and suppliers regarding information on scheduled shipments, product availability and credit status.
• Prepare various forms and reports for assigned territory such as open orders, allocation summaries and other necessary documents to facilitate effective business operations.
• Assist customers in an empathetic manner with questions and concerns regarding product quality, shortages, and damages, billing errors and delayed deliveries.
• Maintain customer accounts with up-to-date information, and maintain and update multiple shared documents for the Customer Service team and Gypsum Business Unit.
• Exhibit high personal values, and actively strive to Cultivate Customer Intimacy, Act as an Entrepreneur, Innovate, Be Agile and Contribute to our Open and Engaging Culture.

Requirements

• High school degree.
• Experience in sales, call center, product support, account management or similar environment.

Skills

• Excellent communication skills, both written and verbal.
• Strong interpersonal and relationship management skills.
• Adaptability and very strong problem‑solving and decision‑making skills.
• Proficiency with Microsoft Office Suite.
• Experience with ERP systems such as SAP.