Account Specialist I

Description

SUMMARY

Manages key direct and buyback accounts by building strong relationships, driving sales growth, and boosting profitability. Collaborates with internal teams and external partners to handle escalations, ensure seamless service, and support the order-to-cash process.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include, but are not limited to, the following. The Company reserves the right to add, delete, change, or modify essential duties and responsibilities at any time. All work is to be completed with minimum supervision and in accordance with Company standards. Other duties may be assigned. Build and maintain strong relationships with key customers and key suppliers to understand business needs and support long‑term account success. Conduct weekly, monthly, and/or quarterly business reviews with key customers and suppliers to identify opportunities, address concerns, and support process improvement. Serve as a point of escalation for key direct and buyback accounts, both internally and externally, while ensuring timely resolution of issues. Act as a trusted liaison between customers and internal teams to ensure client requirements are met and account expectations are consistently managed. Handle all calls and cases for assigned key customers, providing responsive service and effective follow‑up. Manage assigned accounts with a focus on customer satisfaction, retention, and overall service quality. Ensure brand consistency across customer interactions and account‑related communications. Maintain high customer satisfaction ratings in accordance with company standards and account goals. Stay informed of internal and external developments, market trends, and customer needs, and suggest ways to improve service and increase sales opportunities. Partner with procurement and forecasting teams to ensure stocking levels support customer demand and account requirements. Manage the order‑to‑cash process for assigned customers to support accurate and efficient account service. Review open order reports for assigned locations and follow up on exceptions as needed. Coordinate with inventory, dispatch, operations, and billing teams on orders that require attention or escalation. Work with sales to support approved task lists, customer needs, and account follow‑up. Monitor and support emergency line coverage during assigned time.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies: Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance. Interpersonal: Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control. Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings. Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to a positive team spirit. Business Acumen: Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals. Diversity: Shows respect and sensitivity for cultural differences. Ethics: Treats people with respect; keeps commitments; inspires the trust of others. Attendance/Punctuality: Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. Dependability: Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies the appropriate person with an alternate plan. Planning/Organizing: Prioritizes and plans work activities; uses time efficiently.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE

Bachelor’s degree (B.A.) from a four‑year college or university with 3–5 years of related experience and/or training, or equivalent combination of education and experience. Experience in account management, customer relationship management, or client service preferred.

LANGUAGE ABILITY

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of employees, managers, and customers.

MATH ABILITY

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of Word, Excel, and PowerPoint, and experience working in an enterprise‑wide system.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear and use hands to finger, handle, or feel. The employee is frequently required to sit. The employee is occasionally required to reach with hands and arms. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus. EOE #J-18808-Ljbffr Moove NA Distribution Holdings, Inc