B2B Customer Service Account Specialist (Distributor Accounts)

We are seeking a high-level, proactive, and detail-oriented B2B Distributor Account Specialist to manage relationships with our product distributors. In this role, you will deliver an exceptional level of service by accurately navigating unique distributor accounts, managing tiered pricing structures, and utilizing internal resources to research and recommend the exact retail packaging solutions our clients need.

Technology has streamlined our daily operations, which means we require an engaged, forward-thinking individual who is ready to use their mind, grow within the position, and confidently take on new responsibilities over time.

Essential Duties & Responsibilities

This role primarily involves answering and replying to phone calls and email requests from distributor accounts, which requires executing the following duties:

• Account Verification & Pricing: Identify specific distributor accounts upon contact to ensure 100% compliance with individual contracted tiers and structures.
• Product Research & Problem Solving: Actively assist with determining the correct product for clients, identify correct pricing, verify that quotes are accurate, and provide reliable product lead times.
• Order Management: Accurately process and track purchase orders and product sample requests from entry to delivery.
• Inventory Verification: Check real-time stock levels across internal systems to confirm product availability before finalizing distributor orders and commitments.
• High-Level Client Support: Serve as the primary, professional point of contact for distributors, answering questions regarding product compatibility, shipping, and order resolutions.
• Credit Research & Resolution: Investigate billing or account discrepancies and manage the formal research and resolution process for client credits.
• Special Projects: Manage ongoing data and labeling projects, including creating specialized shipping/product labels and auditing customer databases to ensure all distributor information is accurate and up to date.

Core Values & Working Style Expectations

• Customer-First Mindset: Understands that our customers pay everyone’s salaries, that they choose to do business with us, and that they can change their minds. You will actively anticipate the customer’s next question (especially when delivering a "no") to provide a complete solution.
• Resource Custodianship: Serves as a good custodian of Gage resources. You recognize that processing mistakes cost money and erode hard-earned customer confidence; therefore, a high desire for internal accuracy is required.
• Communication Standards: Communicates in a concise, clear manner. Speaks from a place of certainty and utilizes available facts rather than using passive language like "I think."
• Composure under Pressure: Maintains a friendly, genuine phone demeanor and a positive, professional, and calm attitude. You must be able to handle sudden daily interruptions seamlessly without losing work accuracy or personal composure.
• Team Support: Actively supports the team ecosystem by willingly helping coworkers, clients, and partners alike to ensure collective success.

Qualifications

• Experience: 3 years of experience in B2B customer service, account management
• Proactive: A dependable, reliable self-starter with a strong work ethic and the initiative to work independently, self-prioritize tasks, and manage time excellently.
• Research Skills: Proven ability to learn deep product catalogs and independently use provided internal tools, databases, and resources to solve customer problems.
• Attention to Detail: Excellent attention to detail .
• Ability to be flexible: Appreciates variety in their day.
• Coachability: Open-minded and receives constructive criticism well as a tool for personal and professional growth.