Customer Account Specialist

Job Description

Job Description

Get to know ChemDAQ

ChemDAQ, Inc. is a rapidly growing, leading-edge technology and manufacturing company based in Pittsburgh, Pennsylvania. We bring value to the market by safeguarding human health, ensuring operational compliance, and optimizing safety practices.

ChemDAQ's mission is to empower customers to eliminate workplace exposure to toxic chemicals through innovative monitoring and control solutions, industry-leading partnerships, and superior safety expertise. Our patented technologies include superior chemical monitoring and control products that our customers trust, our employees are proud of, and our partners seek solutions to provide a safer workplace. ChemDAQ customers include hospitals, food & beverage processing facilities, aseptic manufacturers, pharmaceutical production operations, medical device sterilization facilities, warehouses, and other settings where chemical sterilants and high-level disinfectants are used. Our Core Values – Trust, Innovation, Empowerment, Teamwork, Vision, and Loyalty – shape our company culture and guide our daily operations.

Are you ready to join a company with a strong purpose and a winning culture?

Get to know the opportunity

As a Customer Account Specialist, you will manage a defined portfolio of active ChemDAQ customer accounts and be responsible for the day-to-day decisions and activities necessary to maintain those relationships. This role combines customer relationship management, account coordination, service renewals, problem-solving, and cross-functional coordination.

This is an individual contributor role with significant responsibility for independent judgment and decision-making. The successful candidate will be expected to manage their portfolio with a high degree of autonomy, prioritize competing customer and business needs, resolve routine and moderately complex issues, and determine when management involvement is appropriate. While ChemDAQ provides established processes, policies, and guidelines, this role requires the ability to assess situations, make sound decisions, and adapt when circumstances do not fit a standard process.

The position is accountable for the accuracy, timeliness, and quality of work associated with assigned customer accounts and for ensuring that customer commitments are appropriately communicated and fulfilled across the organization.

This is a full-time, on-site role requiring strong attention to detail, disciplined follow-through, and the ability to manage multiple timelines and priorities simultaneously. The ideal candidate brings a customer-first mindset, sound judgment, and the organizational rigor to keep complex accounts on track, along with the creativity to adapt when a customer's situation calls for something outside the standard playbook.

Key Responsibilities

Manage Customer Relationships

• Serve as the primary point of contact for assigned customer accounts, building strong, professional relationships grounded in responsiveness and trust.

• Manage day-to-day customer needs independently and ensure open items are addressed in a timely manner.

• Maintain appropriate proactive contact with customers throughout the contract lifecycle to support satisfaction, retention, and timely renewals.

• Take ownership of customer commitments and follow through to ensure they are fulfilled.

Manage Customer Onboarding

• Guide customer onboarding from order confirmation through system implementation, ensuring clarity around timelines, expectations, and internal processes.

• Coordinate with internal teams to ensure equipment, services, documentation, and other customer requirements are completed appropriately.

• Identify potential issues early and take action to keep onboarding on track.

Secure Contract Renewals

• Own the annual contract renewal process for ChemDAQ service programs, including the Sensor Exchange Program (SXP) and Extended Warranty agreements, ensuring accuracy and on-time execution.

• Prepare renewal quotes and supporting documentation accurately and within established timelines.

• Communicate renewal options and requirements to customers and follow up through completion.

• Identify potential renewal risks and take appropriate action to support customer retention.

Exercise Independent Judgment and Decision-Making

• Independently assess customer needs, account issues, and competing priorities and determine the appropriate course of action within established company guidelines.

• Make day-to-day decisions regarding customer communication, account management, renewal activities, documentation, and coordination of internal resources.

• Evaluate situations that fall outside standard processes and determine when an exception, alternative approach, or additional internal support is appropriate.

• Balance customer needs with ChemDAQ's contractual requirements, policies, operational capabilities, and business objectives when making decisions.

• Recognize when a situation exceeds established authority or presents significant financial, contractual, operational, or customer risk and involve management appropriately.

Collaborate Cross-Functionally

• Coordinate closely with Sales, Production, Technical Services, and Accounting to verify orders, track fulfillment status, and resolve customer inquiries or issues.

• Ensure customer commitments and requirements are clearly communicated and documented across departments.

• Support distributor partners by ensuring customer commitments are clearly documented and met.

Manage Quotes and Documentation

• Prepare and process quotes, sales orders, and service renewals, including support for custom terms and documentation when needed.

• Ensure customer records, contracts, pricing, shipping information, and service schedules are accurate and current.

• Maintain organized documentation and follow established processes for account management activities.

Maintain Data Integrity

• Keep customer records accurate and current across internal systems to ensure alignment across departments.

• Identify discrepancies or missing information and take appropriate action to resolve them.