Customer Account Specialist

Objective / Purpose

The purpose of this role is to deliver top tier customer service by anticipating and fulfilling customer requirements and supporting the
outside sales team. This role is responsible for managing day to day customer needs, processing orders, coordinating with internal
teams, and acting as an extension of the sales team. This position requires attention to detail, product and customer knowledge and
excellent service.

Areas of Responsibility / Tasks

Customer Service Related

• Process customer orders, drop ships and requests
• Provide product information, pricing and availability to customer
• Proactively reach out to customers to inform on material delays, new opportunities, and to resolve issues
• Ensure customer specifications are met with each order
• Maintain and update all customer pricing including monthly price sheets
• Handle customer complaints and properly escalation as needed. Provide ongoing communication to the customer regarding state of resolution.
• Schedule carriers for customer orders
• Coordinate with outside warehouses to ensure customer orders are shipped on time and in full in accordance with customer requirements
• Receive and upload bill of lading documents – engaging in ongoing follow up with warehouses to ensure documents are received timely for invoicing purposes
• Answer incoming phone calls

Sales Support

• Enter monthly price sheets
• Prepare reports for upcoming customer visits
• Provide ongoing gap analysis related to volume and profit margin
• Make recommendations to the sales team on potential new business
• Arrange regular profit reports for review by sales
• Assist sales with meeting follow up action items – processing samples, providing quotes, sending product information, etc.
• Process and track samples and follow up with sales team on status
• Work with the purchasing team to update customer forecasts as relayed by sales

Other duties assigned based off business need.

Competencies; Knowledge, Skills, Abilities (KSA)

1. 1. Knowledge of business processes from operational departments and commercial parts of the business
2. 2. Knowledge of legacy systems (functions and capabilities available to users)
3. 3. Understanding of departmental expectations for systems being implemented
4. 4. Knowledge of business structure
5. 5. Demonstrates strong ability to follow current processes and can apply knowledge to assist with process improvement
6. 6. Extreme attention to detail and ability to maintain data quality and integrity
7. 7. Strong ability to analyze and report on data
8. 8. Ability to work efficiently to successfully complete tasks and projects under set deadlines
9. 9. Able to work independently, as well as in a team environment
10. 10. Ability to maintain sensitive information
11. 11. Superior organizing/documentation skills

Minimum Qualifications/ Education / Experience / Certifications

1. 1. Education:
   • a. High school diploma or equivalent required
2. 2. Experience:
   • a. End-user knowledge of our ERP System
   • b. Relevant Industry experience - preferred
   • c. Detail oriented with organizational and multitasking skills
3. 3. Systems Experience:
   • a. Working knowledge of M365 Office Suite, Customer Management, and Reporting tools
4. 4. Language:
   • a. Proficiency in English required