Customer Account Specialist

Customer Account SpecialistThe Customer Account Specialist manages assigned customer accounts and supports the complete order lifecycle to ensure accurate, timely, and efficient order fulfillment. This role serves as a primary customer contact, building strong relationships through proactive communication, responsive issue resolution, and consistent service. The position coordinates closely with Sales, Production, Operations, Planning, Supply Chain, Shipping, Logistics, Finance, and Quality to meet customer requirements and resolve order-related challenges. Success in this role requires strong customer focus, organization, initiative, and the ability to manage multiple priorities while maintaining accuracy and accountability.Location: Quincy, ILTotal Rewards: We offer comprehensive total rewards packages including base pay, variable incentive programs, 401K, medical, dental, vision, life & disability and variety of well-being resources that meet the needs of our diverse workforce. Union benefits are governed by the applicable collective bargaining unit agreement.$18.08 - $22.60Vibrantz is committed to maintaining pay transparency in accordance with applicable laws and best practices. Compensation for this position will be determined based on a combination of factors, including education, professional certifications, relevant experience, and other job-related considerations permitted by law.Key ResponsibilitiesManage assigned customer relationships by serving as a primary point of contact, responding to inquiries, communicating proactively, and providing timely solutions to customer needs and concerns.Manage the complete customer order lifecycle within ERP systems, including accurate order entry, pricing, quantities, shipping instructions, delivery requirements, account information, and supporting documentation.Monitor order fulfillment, product availability, production schedules, shipments, and delivery status while coordinating cross-functionally to ensure timely execution and keep customers and internal stakeholders informed.Investigate and resolve issues involving orders, shipments, invoices, returns, product availability, and deliveries, including processing return authorizations, credits, and replacement orders and escalating complex concerns when necessary.Maintain accurate account and activity records, generate reports, track performance metrics, and identify opportunities to improve customer service processes, operational efficiency, and the overall customer experience.Required QualificationsExperience: Minimum of 2–3 years of experience in customer service, customer account management, order management, logistics coordination, or a related role.Experience using ERP systems for order processing and customer account management, with strong proficiency in Microsoft Office applications.Strong verbal communication and customer service skills with a professional, customer-focused approach.Strong organizational and time-management skills with the ability to follow written instructions, manage priorities, and meet deadlines accurately.Demonstrated initiative, problem-solving ability, and ability to work independently while collaborating effectively with cross-functional teams.Preferred QualificationsAssociate degree in Business Administration, Supply Chain, Customer Service, or a related field, or a relevant combination of education and experience.Experience in a manufacturing, chemical, industrial, or distribution environment.Experience with IFS and Qualtrax.