Customer Account Specialist

Krayden Inc. is a leading, technical distributor that partners with the industry’s premier suppliers to deliver engineered solutions, customized support, and best in class responsiveness to our customers. Products that perform: We supply specialty engineered solutions from premier suppliers, that enable our customers to push the envelope of innovation. Knowledge that serves: We provide technical knowledge & best-in class customized support to engineers & buyers of CM’s/OEM’s. Service that delivers: We have created a global distribution network to assist customers deliver on their desired outcomes. Job Summary: The Customer Account Specialist is responsible for strategic national accounts that includes customer order processing and tracking, issue resolution and decision making involved in meeting the customer needs. Identifies and executes solutions based upon individual situations. Communicate directly with customers via phone and email. The Customer Account Specialist is the primary internal contact for core customers and will be responsible for managing customer satisfaction, customer expectations, customer complaints, and urgent customer orders. Serves as a liaison between Sales, Shipping and Receiving, Inventory Specialist, Accounting, and the Customers. In addition, this position is expected to identify opportunities to reduce costs, improve efficiency, quality and maintain a team environment. Schedule is onsite Mon – Fri 8am to 5pm Responsibilities & Requirements: Single Point-of-Contact for Core customers. Ensure customer’s needs and expectations are met. Follow through with requests to completion. Building and maintaining lasting relationships with customers through proactive communication via email or telephone. Partner with sales team to achieve internal sales goals. Ensure orders and quotes are entered on time with exceptional accuracy. Orders and quotes should have accurate prices, terms, customer information, dates, item numbers, quantities, shipping instructions, etc. Resolve any order holds. Manage all aspects of order cycle to ensure customer satisfaction and hassle-free interface with customers. Execute orders through multi channels I.E: Customer portal, EDI, fax, e-mail, verbal etc. Has authorization to approve additional expedites, costs overrides, etc when appropriate to ensure service delivery and customer satisfaction levels are maintained. Document and initiate dispute resolution process as appropriate to ensure customer satisfaction. Engage sales where necessary using independent judgment. Present a positive image of Krayden, Inc. by maintaining procedures and demonstrating ownership, urgency, and responsiveness in assisting the internal sales team with service-related requests, via telephone and e-mail. Mentor other Account Specialists to elevate the skill level of the entire group. Assist with training Account Specialists on more complex/difficult issues, advanced customer service skills, procedural changes, and system applications. Actively participate in contributing skills and appropriate knowledge to drive to solutions and results. Knowledge and compliance with all pertinent processes, policies, and standards, both departmental and company-wide, needed to perform your primary responsibilities. IE: AS/ISO, TCP, Export Control. Perform other duties as assigned. Qualifications: Associates or Bachelor's Degree is a plus 1+ year Customer Service experience in a high email environment; Distribution or Manufacturing experience a plus. Strong PC and computer software experience including Microsoft Office Suite, ERP, and CRM. Excellent communication skills (verbal and written). Exceptional listening, collaboration, and problem-solving skills. Ability to work effectively in a fast-paced environment. Krayden offers a competitive employee-focused benefits package which includes Medical, Dental, Vision Care & Life insurance, Flexible Spending Accounts (FSA), Health Savings Account (HSA), 401(K) Retirement Plan & much more. Krayden Inc. is an Equal Opportunity Employer. Krayden Inc. is proud to be an Equal Opportunity Employer #J-18808-Ljbffr Krayden, Inc.