Customer Account Specialist

Job Summary:

The Customer Account Specialist serves as a primary point of contact for assigned customers and supports the day-to-day management of client accounts. This role is responsible for building positive customer relationships, assisting with order management, coordinating customer requests, and ensuring a high level of service throughout the customer lifecycle. The Customer Account Specialist works closely with Sales, Operations, Production, Quality, and Supply Chain teams to help deliver an exceptional customer experience.

Job Duties & Responsibilities:

Customer Relationship Management

• Build and maintain professional relationships with assigned customer accounts.
• Communicate with customers through email, phone, virtual meetings, and in-person interactions as needed.
• Provide timely responses to customer questions, requests, and concerns.
• Deliver a high level of customer service and support throughout the order process.

Account Coordination

• Assist customers with product launches, order placement, and account-related inquiries.
• Guide customers through internal processes and requirements.
• Coordinate customer requests with internal departments to ensure timely resolution.
• Maintain accurate customer records and account information.

Order & Inventory Support

• Monitor customer inventory levels and assist with forecasting needs.
• Follow up on open orders, production timelines, and shipment status.
• Communicate potential delays or issues proactively.
• Support inventory planning discussions with customers when applicable.

Problem Resolution

• Investigate and resolve customer concerns in a professional and timely manner.
• Escalate complex issues to management when necessary.
• Assist in identifying recurring customer issues and recommend process improvements.
• Document customer interactions and resolutions accurately.

Administrative Support

• Maintain accurate records within ERP, CRM, and other business systems.
• Prepare reports, customer communications, and account documentation as needed.
• Support department projects and continuous improvement initiatives.

Qualifications

Required

• High School Diploma or GED.
• 1-3 years of customer service, administrative support, or account coordination experience.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word, Teams).
• Strong organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and follow-through.

Preferred

• Associate's or Bachelor's degree in Business, Communications, or related field.
• Experience in manufacturing, supply chain, customer service, or account management.
• Experience working with ERP or CRM systems.

Core Competencies

• Customer Focus
• Communication Skills
• Relationship Building
• Problem Solving
• Attention to Detail
• Time Management
• Teamwork & Collaboration
• Adaptability
• Accountability
• Organization & Planning

Physical Requirements

• Ability to sit, stand, and work at a computer for extended periods.
• Occasionally lift up to 20 pounds.
• Ability to communicate effectively in person, by phone, and electronically.

Monday-Friday, 8am-5pm