Account Management Expert

Tempe, AZ

• Position Type: Contract
• Shift: M-F 8 am-5 pm
• Duration: 12 months

The Client Services Representative will ensure high customer satisfaction by taking care of fast and reliable customer order/customer request handling throughout the entire order-to-cash process.

• Provide superlative order entry, customer account maintenance, price and availability checks, and management of all aspects of customer orders from receipt through payment
• Provide customers with order status, requested documents, shipping dates and tracking proactively, and when additional requests are received
• Work with the commercial team to provide quotations for sales inquiries for both potential and existing customers
• Entry and Management of Quality and Service Complaints, and proper assignment of complaints for investigation to ensure quick resolution. This includes follow up with internal stakeholders for closure, determining and participating in the development of root cause, corrective/preventative actions, and participation in trainings required by Customer Service to eliminate future occurrences
• Entry and coordination of material returns, either associated with a complaint and/or a customer owned refill or repair
• Engage with internal stakeholders such as Material Planners, Transportation, Manufacturing, Commercial, Marketing, Quality, Billing and Finance to support customer requests
• Ensure high delivery service level to external and internal customers by proactively monitoring open orders and communicating delays. Where needed, follow up with internal stakeholders to achieve customer needs
• Ensure high level of responsiveness to internal and external customers to meet KPI targets set by the department
• Support creation and maintenance of standard operating procedures (SOPs) for customer services
• Participate in projects related to Order to Cash process improvements to ensure the effectiveness of Customer Service in these processes
• Work to achieve maximum efficiency in a team environment and support peers when needed

• High School Diploma

• 3 years Customer Service Experience

• Working knowledge of Microsoft Word, Excel, Outlook, Teams
• Strong customer-orientation
• Strong interpersonal communication and written skills
• Proactive problem-solving and trouble shooting skills
• Managing crisis
• Ability to multitask effectively
• Diplomatic approach to customer interactions
• Highly motivated and organized
• Attention to prioritizing incoming tasks
• Strong attention to detail
• Able to meet the challenges of a dynamic and agile environment while maintaining a strong level of professionalism
• Cultural sensitivity
• Strong ability to efficiently build up relationships and networks
• Understanding the sales order process

• Bachelor's Degree
• Supply Chain Experience
• Export Experience
• Strong Leadership and Analytical skills
• Experience with customer service software preferred (e.g. SAP, ERP, SFDC)

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

Leading research-intensive biopharmaceutical company committed to saving and improving lives. Offers innovative health solutions for the prevention and treatment of diseases. Fosters a diverse and inclusive workplace and operates responsibly for a sustainable future.

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we highly value diverse and inclusive workplaces. Our clients are Fortune 500 banking, insurance, financial services, and technology companies, along with some of the nation's largest life sciences, biotech, utility, and retail companies across the US and Canada. We look forward to helping you land your next great career opportunity!

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