Customer Account Specialist

Job Title: Customer Service Account Specialist

Pay Rate: $20 to $22/Hr

Duration: 12 months

Location: Cary, NC (Hybrid - Tuesday to Thursday in office; Monday and Friday work from home)

Shift: 8:30 AM – 5:00 PM

This position is for the Healthcare Diagnostics division.

We are looking for a Customer Service Account Specialist responsible for managing customer accounts and ensuring the seamless processing and fulfillment of diagnostic orders. This role focuses on maintaining high levels of customer satisfaction through effective communication, problem-solving, and process management. The ideal candidate will have strong organizational skills, attention to detail, and the ability to work collaboratively with various departments.

• Order Management:
• o Oversee the entire order-to-delivery process for assigned customer accounts.
• o Ensure accurate and timely entry of customer orders into the system.
• o Using dashboards and reports, monitor and track orders to ensure timely delivery and fulfillment.
• Customer Relationship Management:
• o Act as the main point of contact for customer inquiries related to orders, including but not limited to written requests and phone inquiries.
• o Develop and maintain strong relationships with key customer accounts.
• o Understand process and system complexities to resolve customer issues and concerns professionally in a timely and effective manner.
• o Understand the customer’s internal processes and business needs while delivering solutions within our established processes and business requirements.
• Coordination and Collaboration:
• o Work closely with sales, marketing, logistics, and production teams to coordinate order fulfillment.
• o Communicate order status, delays, and any issues to customers proactively.
• o Collaborate with the finance department to resolve any billing or payment issues.
• o Conduct meetings and presentations to educate healthcare professionals about our processes, systems, and self-service tools.
• Data Management and Reporting:
• o Maintain accurate records of customer orders, accounts, interactions, and transactions.
• o Generate and act on reports that provide order status, delivery performance, and customer satisfaction.
• o Analyze order data to identify trends, issues, and opportunities for improvement.
• Process Improvement:
• o Ability to adapt to rapidly changing processes and environments
• o Identify areas for improvement in the order management process.
• o Implement best practices to enhance efficiency, accuracy, and customer satisfaction.
• o Participate in cross-functional projects aimed at improving the overall order-to-cash process.

Requirements

• Bachelor’s degree in Business Administration, Supply Chain Management, or related field OR equivalent work experience
• 2–5 years of experience in customer service, order management, account management, or supply chain operations
• Strong understanding of order processing and supply chain management principles.
• Proven track record of success in account/customer management.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
• Proficient in SAP and Microsoft Office Suite (Excel, Word, PowerPoint).
• Comfortable working in ambiguity: able to adjust priorities quickly, learn fast, and stay productive through frequent change
• Brings a positive, solutions-first attitude: stays steady under pressure and helps the team stay grounded during high-volume or high-change periods.
• Enjoys special projects and taking ownership: raises hand for new initiatives, testing, documentation, and process fixes
• Detail-oriented with strong organizational and time-management skills.
• Ability to work independently and as part of a team.
• Problem-solving skills with a proactive approach to addressing issues.

Must-Have Skills:

• Excel
• Customer service experience
• Microsoft platforms
• Client management systems
• Reporting and analysis

Preferred qualifications:

• Experience in the healthcare or medical device industry.
• Ability to understand complex healthcare products and services and effectively communicate their value to customers.
• Experience in identifying problems and trends and successfully implementing solutions, including process improvements and system enhancements.