Customer Account Specialist

Interface directly with customers, Reps, Distributors, LEMO Sales Team and various departments to manage and grow the direct sales DUTIES and RESPONSIBILITIES Customer Relationship Management: Develops, nurtures, and maintains strong, professional relationships with customers and sales channels, including Sales Representatives and Distribution partners. Acts as a key point of contact for all customer-facing activities, ensuring a consistently high standard of service and support. LEAD Generation and Territory Support: Actively supports sales efforts within assigned territory by identifying and pursuing new business opportunities. Works closely with Sales Managers to qualify leads, track progress, and contribute to the sales funnel with a proactive approach to pipeline growth. Provides ongoing support to Distribution partners and Manufacturer’s Rep Groups, ensuring alignment on customer needs, product availability, and strategic goals. Coordinates efforts with these partners to maximize coverage and responsiveness in the territory. Quote Management & Follow-Up: Prepares, issues, and tracks formal quotations in a timely manner. Follows-up consistently with customers and sales channels to drive quote-to-order conversion, addressing any issues or concerns that may delay closure. Order Processing & Documentation: Accurately processes sales orders, change orders, return material authorizations (RMAs), and expedite requests. Ensure proper documentation of all customer interactions and transactions within the CRM or designated databases. Customer Account Support: Partners with the Finance department to maintain accurate customer account data. Assists in the collection of information for initial and subsequent credit evaluations. Help resolve any billing or account discrepancies in a timely and professional manner. Forecasting and Demand Planning: Maintains an understanding of assigned accounts, actively monitors order trends and forecasts future demand. Prepare monthly forecast reports and identify potential risks or opportunities for discussion with the Sales Team. Technical and Commercial Support: Responds to intermediate-level technical inquiries, product configurations, pricing, and delivery requests from customers and internal teams. Provides administrative and commercial guidance to the Sales Team to ensure accuracy and consistency. Monitors customer activity and proactively communicates with accounts to ensure continuity of supply and preempt potential issues. Offers timely updates in the event of production delays, shipping changes, and or disruptions. CRM and Sales Systems Updates: Utilizes CRM and Lead Management systems to document quotes, monitor activities, updates tasks in collaboration with assigned Sales personnel. Maintains accurate and update-to-date records of customer interactions and sales status. Supports the introduction of new products by assisting in communication to customers, gathering feedback and helping position new offers in the market. Provides input to internal team members based on customer responses. Solution-Oriented Problem Solving Approaches customer and internal challenges with a problem-solving mindset. Strives to present viable solutions-focuses on resolution and customer satisfaction. Reporting and Communication: Prepares periodic reports, summarizing customer activity, order status, and account health. Shares relevant insights with the Sales Team to drive strategic decision-making. Additional Duties: Performs other related tasks assigned to support team and company objectives QUALIFICATIONS High school diploma or GED equivalent; AA degree preferred; technical background preferred Five (5) years experience performing Customer Service Excellent written and verbal communication skills Ability to work independently and also interface with all co-workers across departments Well organized, pays attention to detail, and able to work with complex information Excellent analysis, problem-solving, multi-tasking skills, time-management skills and follow through Versatility, flexibility, and willingness to work within constantly changing priorities Working knowledge of Microsoft Office Products, CRM/HubSpot and SharePoint or similar programs PHYSICAL JOB DESCRIPTION This position primarily operates in an office environment and requires the ability to perform the essential functions of the job with or without reasonable accommodation. Duties may include sitting, standing, walking, communicating, using a computer and standard office equipment, and occasionally moving materials weighing up to 15 pounds. Occasional visits to manufacturing, warehouse, or production areas may be required. Appropriate safety procedures and PPE must be followed when entering operational areas. #J-18808-Ljbffr