Account Manager

About Us:

Det-Tronics is a $200M global technology leader in industrial life safety solutions, specializing in high-end flame and gas detection and automation control systems. As part of Spectrum Safety Solutions with 1,700 employees across 20+ countries we serve mission-critical environments in oil & gas, clean energy, marine, and infrastructure. Backed by Sentinel Capital Partners, we're driving innovation and growth across our portfolio.

The Opportunity

Det-Tronics is searching for a Customer Service Lead Order Specialist. This position has full responsibility for providing direction and support to the order entry team, to accurately review and enter domestic and international orders, both standard products as well as highly customized projects and customer repairs. Includes but is not limited to understanding the customer requirements, structuring the order to meet those requirements, analysis and resolution of all commercial issues as well as export compliance screening. Works directly with customers and sales team on order issues and is responsible for problem analysis and resolution.

Key Responsibilities:

Lead Responsibilities

• Provide accurate reporting as required
• Provide direction to order entry team, solution focused for issues raised
• Establish training, implement training guides and development matrix based on customer focus
• Focus on continuous improvement of processes, meet and improve department KPI's

Pre Entry Review

• Act as point of contact for all commercial questions and issues
• Work with customer/sales force to define problem and determine resolution
• Take action and maintain momentum for appropriate resolution (e.g. product returns credits, commission adjustments, error resolution, pricing discrepancies)
• Evaluate commercial issues and engage other departments where required
• Review INCOTERMS - communicate and resolve conflicts with customer.
• Verify order pricing/discount and obtain documentation of special pricing approval
• Work with customers and sales team to obtain any incomplete or unclear information
• Work with customers, sales team and finance to obtain all necessary information and documents for new accounts.

Order Entry

• Enter and maintain customer orders, ensure custom documentation requirements are included as applicable
• Enter and manage customer repair and return orders, liaise with the service centre to ensure repairs are processed timely.
• Complete trade compliance checks and screening
• Establish delivery expectation (request date).
• Determine correct part numbers
• Determine order type
• Review shipping requirements and determine carrier, service type and freight payment terms.
• Create order shipping instructions.
• Determine and handle special requirements (product deviations, custom certificates, packaging or marking requirements, etc.).
• Accurately enter and verify order data into ERP within 24hrs of order acceptance
• Analyze commission and sales credit and request clarification when required
• Other duties and projects as specified.

What You Bring

Required Qualifications:

• Bachelor's Degree (or equivalent experience) plus a minimum of two year's relevant experience is necessary.

. Preferred Qualifications:

• Minimum 2-5 years of relevant customer service experience.
• Strong computer skills, communication, organizational and interpersonal skills and the ability to operate calmly and successfully in a fast-paced environment are essential.
• In order to be successful in this role, candidate must have excellent data entry as well as written and verbal skills, and an open attitude for continuous improvement.
• Ability to perform under stress and meet expectations, to work cooperatively and respectfully with others, to work (when necessary) overtime and occasional weekends and the ability to follow process is essential.
• Candidate must have the ability to work towards a vision using solid judgment and strong multitasking skills discerning the important from the urgent and an empowerment mindset.
• A solid understanding of the overall process with focus on the proper tactical execution is essential.
• This person must also exhibit a strong voice and have the ability to stay focused in a chaotic environment as well as having strict and consistent process adherence.

Why Join Us?

• Work with a globally respected brand in life safety
• Influence strategic decisions at the executive level
• Drive innovation and transformation in a high-growth environment
• Enjoy development opportunities within a dynamic, private equity-backed company

Benefits:

At Det-Tronics, we believe in taking care of our people. Our comprehensive benefits package includes:

• Health & Wellness: Medical, dental, and vision insurance plans with company contributions
• Financial Security: 401(k) retirement plan with company match, life and disability insurance
• Time Off: Generous paid time off (PTO), holidays, and flexible scheduling options
• Professional Growth: Career development programs, training opportunities, and tuition reimbursement
• Employee Support: Employee Assistance Program (EAP), wellness resources, and global mobility support
• Ownership Culture: Participation in our Ownership Program, empowering employees to share in our success

Ready to shape the future of industrial safety?

Apply now and join us in making every life safe and sound.