Customer Service Account Specialist

GENERAL SUMMARY:

Manage all aspects of the customer service (domestic and international) relationship, including but not limited to answering phones, processing sales orders, preparing reports, acting as liaison for the customer and production from beginning to end of project, communicating with customer via email, telephone, and in person and building strong working relationships with our customer partners to grow and develop ongoing business.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each of principle duties and responsibilities. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL JOB FUNCTIONS:

• Assume familiarization with company procedures, product lines, prices, delivery times and any marketing and promotional services as required.
• Responsible for incoming customer service inquiries, responding in a timely manner.
• Maintain complete customer records as pertaining to customer orders, quotes, tolling account details, accounts receivables and any other important information relating to an account on a daily basis, or as needed.
• Works directly with customers, keeping them continuously informed of any progress, issues or updates including shipping documentation.
• Responds in a timely fashion to any customer feedback and follows appropriate complaint documentation procedures to assist in resolving issues and ensuring customer satisfaction.
• Gather and compile information pertaining to accounts and create reports for customers and management as needed.
• Accounts receivables as it pertains to customer invoicing, monitoring account balances and collection of customer payments.
• Creates commercial invoices for international shipments, works with the international customers to make sure we are meeting specific international shipping requirements and documentation.
• Works with logistics to obtain shipping quotes, arrange special shipments and to file claims for lost/damaged shipments when necessary.
• Manage customer owned product (tolling) accounts to ensure that metal supply is maintained, and any other customer owned product is accounted for and used for customer specific projects. Processes IMA (inbound material authorizations) and other transfer records required.
• Coordinate and communicate with other departments to ensure that timelines for order processing are being met.
• Perform daily office duties including but not limited to updating metal pricing, filing, copying, handling phones, greeting visitors, distributing messages and faxes.
• Any additional duties as assigned by management.

KNOWLEDGE, SKILLS AND ABILITIES

• Reflects ?Best in Industry Service? to customers
• Self-motivated, team player
• Must be able to attend work regularly; be on time and be reliable
• Excellent phone skills, spelling, grammar, and command of the English language. Good basic math skills
• Strong office and administrative skills; knowledge and use of operations of standard office equipment at a level generally acquired through 2 years related experience
• Ability to use and understand a variety of computer software applications in word processing, spreadsheets, database and other as needed ? specifically Microsoft Office Suite. Experience with Accounting related software desired. CRM and SAP software would be a plus.
• High level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact, and diplomacy
• Some analytical ability is required to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work
• Work requires continual attention to detail in composing, typing, and proofing materials, establishing priorities and deadlines
• Ability to multi-task
• Must maintain a professional, upbeat, energetic appearance and attitude
• Note: Good attendance is an essential function of the position.

EDUCATION AND EXPERIENCE

• 3 years of experience in Customer Service or Sales in the Manufacturing environment preferably with international/global focus
• Some college or equivalent experience and training. Diploma or Bachelor?s degree preferred.

LANGUAGE SKILLS:

Ability to read, write, do basic math, and communicate effectively in English.

PHYSICAL REQUIREMENT:

The physical demands here are representative of those that must be met by an Employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Employee is regularly required to sit, stand, use hands to finger, handle controls, talk and hear. The Employee is frequently required to reach with hands and arms. The Employee must be able to walk and stoop and must be able to get around the manufacturing facility as well as the office. The Employee must regularly lift and/or move up to 10 pounds, and occasionally lift up to 25 lbs. Specific vision abilities required by this job include close and distance vision, peripheral vision, depth perception, and the ability to adjust focus.