Customer Account Specialist

Job Description

Job Description

Grace Management Group is a group of privately held gift and fragrance companies based in Spartanburg, South Carolina who have been leaders in the fragrance industry for over 50 years. Our brands include The Willowbrook Company, Bridgewater Candle Company, VOTIVO, Greenleaf, and Aroma Creations .

Since 1975, we have refined our expertise in fragrance, color, product formulation, and packaging trends to transform into one of the largest home fragrance manufacturers in the United States. Still family-owned and operated, the Grace Management brands have blossomed into international players, with our products currently being sold in over 60 countries. We recently acquired a company called Audrey's , a leader in the home decor and home accessories industry. We are thrilled to now add Audrey's to our family of brands.

We hire fun, friendly people and are currently looking to fill a Customer Account Specialist position.

Job Overview

Grace Management Group is seeking a highly organized, detail-oriented, and proactive Customer Account Specialist to join our Customer Service team. This position is responsible for managing and coordinating the customer account onboarding process for new retail accounts across Grace Management Group's brands and sales channels.

The Customer Account Specialist serves as a key resource to Sales, Accounting, and Customer Service by evaluating account requirements, coordinating information across departments, resolving account setup issues, and ensuring new accounts are established accurately and in accordance with company policies and business requirements. The position requires the ability to independently manage multiple account initiatives, evaluate information, identify potential issues, determine appropriate next steps, and exercise sound judgment in resolving account-related matters. The Customer Account Specialist is expected to take ownership of the account onboarding process from initial request through activation while maintaining a high level of accuracy, professionalism, and customer service.

Key Responsibilities

Customer Account Administration & Onboarding

• Manage and coordinate the new retail account onboarding process from initial request through account activation.
• Serve as the primary Customer Service resource for new account onboarding and account-related requirements.
• Evaluate information and documentation submitted by prospective retailers to determine completeness, accuracy, and compliance with company requirements.
• Identify discrepancies, missing information, or potential account issues and independently determine appropriate follow-up and resolution within established company guidelines.
• Determine and communicate required next steps to prospective retailers and internal stakeholders.
• Coordinate account setup requirements across Sales, Accounting, Customer Service, and other appropriate departments.
• Review account information to ensure appropriate sales representative, territory, brand, and sales-channel assignments.
• Exercise judgment in prioritizing account requests and managing competing deadlines based on business needs and account requirements.
• Ensure customer account information is accurately established and maintained across applicable business systems and sales platforms.
• Maintain accountability for the accuracy, completeness, and integrity of customer account records and onboarding documentation.

Sales & Accounting Coordination

• Serve as a liaison between Customer Service, Sales, and Accounting throughout the account establishment and maintenance process.
• Evaluate account-related questions and determine the appropriate course of action or department for resolution.
• Coordinate with Accounting regarding credit applications, payment terms, tax documentation, financial requirements, and account approval considerations.
• Review account documentation and identify issues requiring additional information, clarification, or departmental review.
• Communicate account status, outstanding requirements, and potential issues to Sales and other internal stakeholders.
• Recommend appropriate solutions when account setup requirements cannot be completed as initially submitted.
• Assist with account changes, updates, and maintenance while exercising appropriate judgment regarding required documentation and approvals.
• Help resolve account-related issues that could delay customer activation, order processing, or other business activities.

Process Management & Continuous Improvement

• Take ownership of assigned account administration processes and identify opportunities to improve efficiency, accuracy, and customer experience.
• Evaluate recurring account setup issues and recommend changes to procedures, documentation, systems, or communication practices.
• Participate in special projects involving customer accounts, business systems, documentation, process improvement, and cross-functional initiatives.
• Assist in developing and maintaining procedures and resources related to customer account administration.
• Identify trends, recurring issues, and process gaps and communicate recommendations to appropriate management.
• Exercise independent judgment in determining priorities, coordinating resources, and resolving routine account-related issues without requiring immediate supervision.

Cross-Functional Collaboration

• Work independently while maintaining effective communication and collaboration with Sales, Accounting, Customer Service, and other departments.
• Coordinate information and activities among multiple departments to ensure timely and accurate account activation.
• Provide guidance to internal stakeholders regarding account requirements, documentation, and onboarding processes.
• Support the Customer Service Manager with departmental initiatives and responsibilities as assigned.
• Perform other related duties and special projects consistent with the responsibilities of the position.

Qualifications

• 2–3+ years of customer service, account coordination, sales support, administrative, operations, or related business experience preferred.
• Strong organizational skills and exceptional attention to detail.
• Demonstrated ability to independently manage multiple priorities, projects, account setups, and deadlines.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to evaluate information, identify discrepancies or potential issues, and determine appropriate courses of action.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and ability to effectively coordinate activities among customers and multiple internal departments.
• Ability to work independently with limited day-to-day supervision while appropriately escalating matters requiring management review.
• Ability to handle confidential and sensitive account, financial, and customer information professionally.
• Proficiency in Microsoft Office, particularly Excel.
• Ability to learn and effectively utilize business systems and processes.
• Positive, professional, proactive, and customer-focused approach.

Position Expectations

The Customer Account Specialist is expected to exercise discretion and independent judgment in managing assigned account administration responsibilities, evaluating account information, resolving issues, determining appropriate next steps, prioritizing work, and coordinating activities across departments. The position is responsible for managing the account onboarding process rather than performing solely routine clerical or data-entry functions.

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This is a great opportunity for the right individual! Submit your resume today!

Grace Management Group is a group of privately-held gift, fragrance and home decorative companies based in Spartanburg, South Carolina who have been leaders in the fragrance industry for almost 50 years! Our brands include Votivo, Greenleaf, Bridgewater Candle Company, The WillowBrook Company, Audrey's and Aroma Creations. Our Audrey's distribution facility is based in Lebanon, Pennsylvania.

Since 1975, we have refined our expertise in fragrance, color, product formulation, home decor and packaging trends to transform into one of the largest home fragrance and decor companies in the United States. Still family-owned and operated, the Grace Management brands have blossomed into international players, with our products currently being sold in over 90 countries.

You will find our products in all types of retailers, from pharmacies, college bookstores and hospital gift shops to high end boutiques, spas and hotels.

Company Description

Grace Management Group is a group of privately-held gift, fragrance and home decorative companies based in Spartanburg, South Carolina who have been leaders in the fragrance industry for almost 50 years! Our brands include Votivo, Greenleaf, Bridgewater Candle Company, The WillowBrook Company, Audrey's and Aroma Creations. Our Audrey's distribution facility is based in Lebanon, Pennsylvania.\n\nSince 1975, we have refined our expertise in fragrance, color, product formulation, home decor and packaging trends to transform into one of the largest home fragrance and decor companies in the United States. Still family-owned and operated, the Grace Management brands have blossomed into international players, with our products currently being sold in over 90 countries.\n\nYou will find our products in all types of retailers, from pharmacies, college bookstores and hospital gift shops to high end boutiques, spas and hotels.