Customer Account Specialist

Customer Account Specialist

The Customer Account Specialist is responsible for managing and supporting key customer relationships, including multimillion-dollar accounts such as Walmart, Amazon, paper merchants, and independent office product dealers. This role serves as a primary liaison between customers and internal departments, including Sales, Production, Planning, Warehouse, and off-site distribution centers, to ensure a seamless customer experience from order placement through delivery.

Key responsibilities include accurately processing customer orders, preparing quotations, maintaining pricing integrity, coordinating order fulfillment, proactively addressing customer needs, and ensuring orders are delivered On Time and In Full (OTIF). The Customer Account Specialist is also responsible for resolving customer inquiries and issues efficiently and professionally while building strong, long-term customer relationships.

The ideal candidate is detail-oriented, organized, and customer-focused, with the ability to manage multiple accounts and priorities in a fast-paced manufacturing environment. Strong problem-solving, strategic thinking, communication, and customer service skills are essential. Experience supporting large retail or B2B accounts is highly desirable, along with a commitment to accuracy, responsiveness, and exceptional service.

Please note: This is not a call center role. The Customer Success Specialist position focuses on account management, relationship building, and proactive client support, not high-volume inbound/outbound calls.

Requirements

Customer Order Management

• Accurately enter customer purchase orders into the ERP system.
• Review customer orders for pricing, product specifications, quantities, requested ship dates, and shipping instructions.
• Verify inventory availability and coordinate with Planning when shortages exist.
• Process order changes, cancellations, and customer revisions.
• Maintain customer order accuracy and data integrity.

Quotation Management

• Prepare and issue customer quotations.
• Coordinate pricing approvals with Sales and Management.
• Follow up on open quotations.
• Maintain quote records within the ERP system.
• Convert accepted quotations into customer orders.

Order Fulfillment

• Monitor customer orders from entry through shipment.
• Ensure customer orders ship on time and in full (OTIF).
• Identify potential delivery risks and proactively communicate with customers.
• Coordinate expedited shipments when required.
• Resolve shipping discrepancies.

Customer Communication

• Serve as the primary point of contact for assigned customers.
• Respond to customer inquiries regarding:
  • Order status
  • Product availability
  • Pricing
  • Ship dates
  • Freight information
  • Returns and credits
• Provide professional and timely communication.

Warehouse & Distribution Coordination

• Work closely with warehouse personnel to prioritize shipments.
• Coordinate shipments with off-site distribution centers.

Production & Planning Coordination

• Work with Production Planning to prioritize customer orders.
• Monitor production schedules for customer commitments.
• Communicate schedule changes affecting customer deliveries.
• Escalate critical customer issues requiring production adjustments.

Inventory Support

• Review inventory availability.
• Coordinate allocations for limited inventory.
• Assist with backorder management.
• Monitor customer inventory commitments.

Customer Performance

• Monitor On-Time Delivery performance.
• Support customer scorecard initiatives.
• Maintain customer service KPIs.
• Assist with root cause analysis for delivery issues.

Documentation

• Maintain accurate customer records.
• Process returns and credits.
• Maintain shipping documentation.
• Prepare customer reports as requested.

Your Background

• Associate's or Bachelor's degree in business, Supply Chain, or related field (Preferred)
• Equivalent experience considered
• 2+ years of Customer Service experience in a manufacturing environment preferred.
• Experience with order entry
• Experience coordinating shipments
• ERP system Experience

Benefits and Perks

Enjoy excellent company holiday giveaways & parties, generous PTO, medical benefits, 401K, and more!

• Medical, Dental, and Vision coverage
• 401K with company match
• Life Insurance
• Business casual dress
• On-site gym

Why work for Paris?

At Paris Corporation, we value innovation, collaboration, and our team members' professional growth. By joining our team, you'll have the opportunity to make a meaningful impact in a dynamic and supportive work environment.

Local candidates only: No relocation assistance is available.