POSITION SUMMARY

The Customer Account Specialist role is an integral part of our Sales & Marketing team, dedicated to providing exceptional support to external customers, Division Managers, Sales Operations Manager, Director of Sales and Marketing, and fellow Customer Account Specialists.

This position plays a pivotal role in maintaining strong customer relationships and facilitating effective communication across departments.

ESSENTIAL FUNCTIONS

• Embodiment of Corporate Culture : Demonstrate the company's corporate culture as a positive role model in all interactions and communications.
• Effective Communication Hub : Serve as a liaison between customers, sales, sales representatives, procurement, manufacturing plants, and management, ensuring timely and professional communication.
• Order Management : Handle customer order verification, entry, confirmation, tracking, changes, and expediting to ensure seamless customer experience.
• Profitability Management : Employ strategies to ensure the profitability of the existing customer base, including inventory analysis, raw material cost management, and facilitating Engineering Change Notices.
• Customer Relationship Management : Cultivate positive customer relationships, manage product updates and changes, and collaborate with Project Engineers and Division Managers.
• Cross-Training and Collaboration : Foster a comprehensive understanding of the business by cross-training with other divisions and departments.
• Data Analysis and Reporting : Generate and analyze reports, such as the Customer Aging Order Report, to drive informed decision-making and proactive solutions.
• Document Management : Maintain electronic and paper documents and files related to both company and customer information.
• Customer Support : Process customer requests, including complaints, returns, quotations, and samples, while delivering exceptional customer service.
• Site Visits : Occasional travel to manufacturing facilities and customer sites to enhance engagement and relationships.

ADDITIONAL RESPONSIBILITIES (Not essential & could be performed by others, if necessary)

• Strategic Focus : Assist managers with key customers, explore improvements in current processes, and manage routine accounts.
• Flexibility and Adaptability : Be prepared to undertake other duties as assigned.
• Supply Chain : Partners with managers and other internal stakeholders to assist with finding solutions to raw material constraints.

POSITION REQUIREMENTS

To perform at a proficient level and to be fully qualified, a person would be expected to have :

Education : Associate s degree / 2 years of college required. Bachelor s degree preferred.

Experience : 1-2 years in a customer service role (business-to-business sales or manufacturing environment preferred).

Knowledge / Skills / Abilities :

• Communicates well and enjoys working with internal / external customers.
• Able to use Microsoft Word / Windows / Excel / Outlook / PowerPoint, and Internet navigation.
• Resourceful, detail oriented, highly organized, works well under pressure, and able to prioritize.
• Willing to work overtime as needed and possess ability to follow projects through to completion.
• Highly personable.
• Excellent phone skills.
• Dependable.
• Team player.
• Able to use general office equipment.
• Good math skills.
• Able to type 40 wpm.
• Familiar with data entry.

Physical Requirements :

• Able to sit for extended periods of time while conducting work on computer workstations including mouse, keyboard and monitor.
• Able to communicate via phone, e-mail, or in person with internal and external customers.
• Able to constantly move about the facility.
• Able to operate standard office equipment.

Work Environment :

Typical office environment.

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Last updated : 2024-03-05