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Form of work
SalarySummary:
The Customer Service Account Specialist acts as an extension of sales and is responsible for managing customer accounts, processing orders, and providing all necessary information to customers.
Responsibilities: - Receive and accurately process all orders via phone, fax, website, email, and EDI from customers in a fast-paced environment.
- Provide knowledgeable answers to questions regarding product, product availability, and pricing.
- Reconcile Dealer/National Accounts by auditing transaction records including freight claims, proof of delivery, and processing credit and/or debits when necessary. Settle customer invoice discrepancies and ensure accounts are up to date.
- Implement pricing and discounts to various transactions submitted or requested by Sales.
- Process transactions involving government entities.
- Work closely with Sales and Credit departments to ensure proper implementation of programs.
- Process, review, and release Delivery Receipts, up to 200+ transactions daily.
- Process “end user” billing.
- Provide customer online support for orders, invoices, credit card payments, and other account information.
- Contact customers and release backorders in a timely manner, in accordance with the customer’s request and corporate policies.
- Handle customer complaints in a proper manner in coordination with related departments.
- Partner with Supply Chain team to obtain freight quotes, order status, and assistance for inbound inventory.
- Generate customized daily/weekly reports for customers using Access and Excel.
- Support the department in ensuring proper coverage for customers at all times.
- Effective written and verbal communication skills.
- Superior Customer Service alongside excellent judgment and decision making.
- Proven track record of ability to handle high call volume with excellent performance levels.
- Must be proficient in the Microsoft Office Suite with an emphasis on Word and Excel.
- Ability to prioritize and manage multiple projects with strong attention to detail.
- Strong team player and ability to interact professionally with internal and external customers.
- 2-3 years of related experience
- Customer service and/or call center environment preferred
- High school diploma or GED required
- Must be able to remain in a stationary position, often sitting or standing for prolonged periods of time while working on a computer.
- Ability to repeat motions that include the wrists, hands and/or fingers
- Must be able to occasionally lift and or move up to 20 pounds
