Customer Account Specialist

The Customer Account Specialist II is a skilled customer service professional responsible for independently managing assigned customer accounts and order fulfillment activities. This role handles moderate complexity accounts, coordinates shipments, and resolves routine issues while serving as a reliable point of contact for customers. This position bridges tactical execution and proactive customer management, preparing the individual for senior-level account ownership. Customer Account Ownership Serve as the primary operational contact for assigned customer accounts of moderate complexity. Manage customer setup, order entry, pricing verification, contract review, and fulfillment tracking with minimal supervision. Build and maintain effective working relationships with customer contacts and internal stakeholders. Monitor open orders and backlogs, escalating potential risks proactively. Coordinate domestic and international shipments, including select drop-ship orders Partner with Sales, Planning, Supply Chain, and Shipping teams to ensure accurate documentation and on-time delivery Resolve order discrepancies, shipment delays, and expediting requests Provide customers with required documentation such as certificates and proof of delivery Track shipments and deliver proactive status updates 3. Customer Communication & Issue Resolution Deliver consistent, responsive customer service that meets service level expectations Handle inbound inquiries and conduct outbound customer communication related to orders and upcoming needs Resolve routine order, shipment, and invoice issues independently; escalat? Ensure all customer communications are accurate, professional, and consistent with company standards and Company Values Coordinate daily shipping needs with the Shipping Team 4. Data Accuracy & Systems Management Maintain accurate customer, pricing and order data in ERP (NetSuite) and CRM systems. Generate and review basic reports related to order fulfillment and performance metrics. Ensure documentation completeness to support audit and compliance readiness. Support sales team requests for inventory availability and sample orders. 5. Continuous Improvement & Collaboration Identify process gaps or recurring issues impacting customer experience and propose improvement actions. Collaborate cross-functionally to streamline communication between Customer Service, Planning, and Manufacturing teams. Mentor junior representatives, sharing best practices in responsiveness, accuracy, and relationship management. Contribute to departmental goals for responsiveness, order accuracy, and customer satisfaction. Upholds and role-models company Values of Integrity, Invested, Inclusion and Ingenuity Other duties or projects assigned by management MINIMUM REQUIREMENTS : Bachelor’s degree preferred or equivalent experience required 3–6 years of experience in customer service, order management, or account support Experience managing customer accounts with moderate complexity Working knowledge of ERP/MRP systems Strong written and verbal communication skills PREFERRED SKILLSET: Familiarity with medical device regulatory documentation (e.g., CoC, CE marking, IFU control). Experience with NetSuite ERP Ability to mentor or support junior team members Strong understanding of export documentation and international logistics preferred Positive, motivated attitude with a willingness to grow and learn KEY COMPETENCIES TO ENSURE SUCCESSCustomer obsession: anticipates customer needs and consistently follows through. Responsiveness and follow-up set the standard for communication speed and clarity. Multi-tasking: thrives in a fast-paced environment managing multiple priorities simultaneously. Attention to detail: maintains data integrity and precision across all customer touchpoints. Ownership and accountability: takes initiative to resolve issues end-to-end. Collaboration: works effectively with cross-functional and international teams. Composure under pressure: handles demanding customers and time-sensitive issues professionally. Team and Culture Champion: A collaborative, respectful, and dependable team member who actively reinforces and protects our company Values and Culture — modelling integrity, trust, and care in every interaction #J-18808-Ljbffr