Customer Account Specialist

Customer Account Specialist will establish and build customer retention by promoting effective relationships and upholding our commitment to the customer experience. This position will be responsible for managing Customer Accounts and working with cross-functional teams including order fulfillment, shipping, credit, and sales in order to improve processes and customer satisfaction levels.

Essential Functions:

• Serve as the primary point of contact for assigned territories to work closely with Sales and Customer Accounts by providing them world-class customer service.
• Resolves complex customer issues and maintains knowledge of account information
• Problem resolution including order management, pricing and billing issues, support post sales activities to ensure customer satisfaction by working with internal teams dedicated to those functions
• Maintain knowledge of products, applications, pricing, warranties, sales policies and procedures
• Maintain strong working relationships with supporting departments (such as Orders, Imports, Shipping, Sales, and Credit)
• Support Sales and Marketing enabling growth
• Own the customer concerns
• Recognize the need to further investigate possible solutions and escalate customer concerns based on urgency
• Analyzes, researches and resolves all account inquires by working closely with internal departments and acting as the voice of the customer
• Proactively monitor the status of applications, orders, shipments, and any special projects for accounts by using our ERP System
• Maintains strong and clear communication by phone, email, and in-person with accounts and sales managers
• Educate and promotes self-service options to accounts for fast and easy updates via our customer portal
• De-escalate situations with accounts and provide options to help remedy the concerns
• Identify and share opportunities for process improvements or ways to engage more with accounts
• Demonstrate the ability to work within a fast-changing and fast-paced open work environment with confidence and positive energy
• Works independently but also seeks supervisor support when necessary

Required Education and Experience

• 2+ years of prior customer support experience.
• A proven self-starter who will take the initiative to obtain solutions and are able to stay focused, pay attention to detail and follow established operating procedures
• Proficient in Microsoft Office Suite applications to include Outlook, Word, and Excel.

Preferred Education and Experience

• Customer service experience with independent sales and account management knowledge.

Competencies

• Customer/Client Focus.
• Problem Solving/Analysis.
• Time Management.
• Communication Proficiency.
• Teamwork Orientation.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work
This is a full-time position. Hours of work are Monday through Friday, 7:00 a.m. to 4:00 p.m., for a total of 40 hours per week.

Travel
No travel is expected for this position.

Other Duties:

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function