Customer Service Account Management Specialist

Customer Service Account Management Specialist

Responsibilities

• Serve as a primary contact for customer inquiries, requests, and issue resolution.
• Provide accurate, timely, and professional support while ensuring customer needs are addressed in alignment with company standards and service expectations.
• Assist with customer onboarding, follow-up activities, service check-ins, and adoption support.
• Identify opportunities to improve responsiveness, reduce customer friction, and strengthen long-term customer relationships.
• Investigate service concerns, recurring order issues, delivery questions, documentation needs, and other customer-related matters.
• Cook with internal teams to resolve issues and escalate risks or unresolved concerns to the Customer Experience Manager as appropriate.
• Monitor customer feedback, service trends, CRM activity, order behavior, and issue patterns to help identify retention risks or opportunities to improve the customer experience.
• Support corrective actions and service recovery efforts that protect customer relationships.
• Identify recurring service gaps, inefficiencies, and customer pain points.
• Recommend practical improvements, assist with implementation of approved changes, and help maintain consistent local practices aligned with company standards.
• Maintain data quality and performance visibility by accurately documenting customer interactions, follow-up actions, issue status, and relevant account information in CRM and customer service systems.
• Support reporting on key performance indicators and use data to inform daily priorities and service improvements.

Qualifications

• Bachelor's degree in Business, Communications, Customer Service, or a related field preferred; equivalent experience may be considered.
• 5-7 years of experience in customer service, customer experience, customer success, sales support, or a related customer-facing role.
• Demonstrated ability to resolve customer issues, manage follow-up actions, and communicate effectively with internal and external stakeholders.
• Experience using CRM, ERP, customer service, or case management systems.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, and customer requests.
• Strong analytical and problem-solving abilities with attention to detail and data accuracy.
• Ability to travel as needed for customer visits, training, or internal meetings.

Benefits

• 401K Match: Save for retirement with the company's help.
• Health Insurance: Rely on comprehensive services whenever you need it.
• Vacation: We offer time off to refresh and recharge.
• Personal Development: We offer a variety of trainings to ensure you can develop in your career.
• Diversity & Inclusion: We focus on providing an inclusive environment and recognize our diversity contributes to our success.