Territory Account Specialist

About the role

The Territory Account Specialist serves as the central point of contact within an assigned territory, providing world-class customer service both externally and internally. Externally, this role supports a Regional Sales Manager, a team of technical independent manufacturer representatives, and a wide distribution network. Internally, the position collaborates with various departments to assist with day-to-day functions. This position is based at our headquarters in Menomonee Falls, WI.

Responsibilities

• Guide and process customer orders and inquiries in a fast-paced environment.
• Communicate with customers via phone, email, and chat.
• Solve customer problems and find the best possible solutions.
• Answer inbound calls with an elevated customer experience, including addressing product availability, order status, pricing, and shipping details.
• Respond to shipping inquiries and answer order status questions.
• Provide proactive, solution-based support and product recommendations through verbal and/or written communication directly with customers.
• Prioritize rush orders and special requests.
• Collaborate and build cross-functional relationships with internal and external customers, including within your work team.

Requirements

• 5 years of customer service experience for a manufacturer.
• Bilingual (Spanish) preferred but not required.
• Desire to provide the best possible experience for customers.
• Ability to thrive in a fast-paced environment with coaching support.
• Extensive computer, email, phone, and communication skills.
• Collaborative and relationship-building mindset.
• Effective in identifying, analyzing, and solving problems.
• Conflict management and resolution skills.
• Strong time management skills.
• Positive, can-do attitude.
• Self-motivated and ambitious.

Skills

• Advanced Excel knowledge (V-Lookup, Pivot Tables).
• Understanding of CRM (Salesforce.com).
• Effective written and verbal communication skills.