Customer Service Account Specialist

Location: Bridgewater, NJ
Work Model: Hybrid (2-3 days per week in-office)
Hours: Monday–Friday, 8:00 AM–5:00 PM
Type: 9-month contract with potential for extension or conversion to permanent

Responsibilities

• Act as a single point of contact for customers, adopting a customer-centric mindset to set and meet expectations, ensure a stress-free experience, and maintain a positive and professional demeanor.
• Manage Order-to-Cash (OTC) and Customer Service activities, focusing on inbound and outbound customer interactions.
• Contribute to understanding customer segments, trends, needs, and expectations by reporting and providing feedback on client interactions.
• Build customer trust and relationships by supporting supply, commercial, and application inquiries, collecting feedback, and identifying opportunities to drive satisfaction, including regular customer visits.
• Enter relevant information into the Customer Relationship Management (CRM) system after each customer contact to create call plans and ensure quality data for customer retention and business development.
• Provide quality service while identifying opportunities to secure new business or support retention through customer interactions, including handling complex queries to minimize disruption and downtime.
• Collaborate closely with internal partners (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain) via Service Cloud to align priorities and meet customer expectations versus supply chain capabilities.
• Support the implementation of customer experience initiatives, tools, and processes, including customer experience testing and differentiating service based on customer segmentation and service levels.
• Contribute to continuous improvement by reviewing existing operations, generating ideas to enhance efficiencies, streamline workflows, or improve customer experience.
• Prioritize workflow to meet productivity, quality, and timeliness standards, using KPIs and performance management systems to improve personal performance.
• Utilize customer service systems and tools (SAP & Service Cloud) to drive efficiencies and provide feedback for system improvements.
• Plan daily, weekly, and monthly activities to ensure business continuity, enhance efficiencies, and improve customer satisfaction; actively participate in team meetings to align priorities.
• Comply with company Corporate Standards, Global Safety, Health, Environment (SHE), and Sustainability requirements.

Requirements

• High School Diploma (minimum education required).
• 2–5 years of experience in Customer Service, Supply Chain, or Sales.
• Experience in customer-facing operations (e.g., Customer Service, Sales).
• Knowledge of the Order-to-Cash (OTC) process.
• Familiarity with cloud-based solutions (e.g., Service Cloud), ERP systems (e.g., SAP), and IT applications.
• Understanding of Supply Chain operations.
• Spanish or French language skills are a plus.

Benefits

• Health and welfare benefits coverage options, including medical, dental, vision, and spending accounts.
• Life insurance and voluntary plans.
• Participation in a 401(k) plan.

Pay

$25.00 – $29.00 per hour