What are the responsibilities and job description for the Account Specialist position at Bostik?
Job Summary
The Account Specialist at Bostik Inc. manages the end-to-end sales order process, ensuring customer satisfaction and timely delivery through coordination with supply chain and production teams. This role requires proficiency in SAP, Salesforce, HighRadius, and other systems to handle pricing, order tracking, complaint resolution, and account reconciliation. The specialist supports revenue goals by maintaining accurate records, resolving issues proactively, and adhering to ISO procedures and business unit guidelines. Strong communication, ERP expertise, and customer relationship management are key to success in this position.
Key Responsibilities
- Manage the full sales order lifecycle, including entry, tracking, and fulfillment, ensuring timely and accurate processing within SAP and related systems.
- Provide pricing, availability, and product information to domestic customers, including quoting list prices and applying approved discounts or special arrangements.
- Coordinate with Supply Chain and production teams to align customer needs with inventory availability and delivery schedules.
- Resolve customer issues proactively, including complaints, credits/debits, returns, and residuals using tools like HighRadius and Salesforce.
- Maintain and update ISO documentation and contribute to process improvements and procedure revisions.
- Attend S&OP meetings to stay informed on supply chain changes and communicate impacts to internal teams and customers.
- Support account reconciliation and assist in collection efforts to maintain revenue and working capital targets.
- Build and maintain strong relationships with internal and external customers, understanding order patterns and anticipating needs.
- Ensure compliance with company policies, ISO standards, and relevant legal and environmental regulations.
- Train and support team members, ensuring consistent service levels across all accounts and effective communication during backup coverage.
Required Qualifications/Experience/Education
- Bachelor’s degree
- 3 to 6 years of experience in order management, customer service or related fields
- ERP Experience
- Intermediate Excel skills, including VLOOKUP and pivot tables
- Proficient in Microsoft PowerPoint for presentations and reporting
- Excellent written and verbal communication skills
- Strong problem-solving and decision-making abilities
- Demonstrated ability to manage complex order processes and customer delivery scenarios
- Familiarity with regulatory compliance related to logistics and product delivery (e.g., DOT, NAFTA, Hazmat)
- Ability to work collaboratively across departments and maintain strong customer relationships
- Proven ability to manage high-volume accounts and resolve customer issues efficiently
Preferred Qualifications/Experience/Education
- SAP experience
- SalesForce experience
- HighRadius experience
- Experience attending or contributing to S&OP (Sales & Operations Planning) meetings is a plus
Reporting Structure
This position reports to the Customer Service Manager and will have no direct reports.
Workplace Type
This position will be located at the Arkema Radnor, PA office and is eligible for a hybrid schedule. We require this person to be in the office at least 3 days a week.
Travel Requirements
There is no travel requirements associated with this role