Account Specialist

Position Summary:

Account Specialists excel at providing outstanding customer service by managing all customer interactions, including inquiries, order processing, communication regarding order status and pricing, shipping, and invoicing. The Account Specialist will act as the main liaison between the Sales team and operations to ensure an excellent customer experience.

Essential Duties and Responsibilities include the following:

• Involvement in day-to-day duties as well as longer-term projects to improve overall service levels.

• Collaborate closely with the sales team during customer onboarding to ensure a smooth transition.

• Receive and process orders via phone, email, and fax.

• Enter and confirm orders, ensuring accuracy in quantities and pricing.

• Input data into the ERP System to determine total costs and send confirmations.

• Inform customers of unit prices, shipping dates, anticipated delays, and any additional information.

• Maintain electronic copies of all customer transactions and communications.

• Monitor and help ensure control of essential performance measures.

• Coordinate with internal teams to ensure timely and accurate order placement and scheduling.

• Coordinate shipments with the logistics team and prepare pick tickets.

• Ensure customers receive the best shipping methods and freight costs when applicable.

• Work with the quality leader to address and resolve customer complaints.

• Communicate with customers regarding orders, returns, shipments, and products.

• Follow customer-specific processes and procedures.

• Notify customers of shipment delays or necessary information for order processing.

• Maintain accurate customer files in the ERP System.

• Make changes to or cancel orders/backorders as needed.

• Initiate orders to correct errors (e.g., shortages, wrong items shipped).

• Serve as a backup to the Spa Customer Care Manager.

• Handle file maintenance for corrections to customer files.

• Manage irate customers professionally.

• Obtain customer feedback.

• Complete additional tasks or responsibilities as assigned by management.

• Perform other essential job-related duties as required.

Essential Functions:

• Apply strong analytical and problem-solving skills to reach conclusions quickly.

• Take initiative, work independently, and begin projects without supervision.

• Develop working relationships with a wide range of individuals.

• Work effectively within a team environment and independently.

• Think strategically and tactically, with attention to detail.

• Engage customers and solicit feedback with enthusiasm.

• Maintain confidentiality.

• Demonstrate impeccable relational skills to create win/win environments.

• Recognize when to collaborate and seek assistance.

• Exhibit excellent project management and organizational skills, managing multiple priorities in a team-oriented environment.

• Adapt to company growth and evolving responsibilities while making positive changes.

• Communicate effectively with both internal and external customers.

• Foster collaboration, accountability, and customer-centricity.

• Commit to working safely.

• Possess advanced MS Office Suite and keyboarding skills.

• Occasionally travel between PA and WI facilities as required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and work effectively as part of a team. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Minimum requirement is an Associate's degree (AA) or equivalent from a two-year college or technical school. A Bachelor’s degree (BS/BA) is preferred. Additionally, a minimum of two years of related experience or an equivalent combination of education and experience.  Experience with Salesforce and Inside Sales a plus.

Language Skills:

• Able to read and comprehend instructions and general business material.

• Able to write clear and concise business correspondence.

• Able to communicate clearly with customers in person, via telephone, and via email, conveying the intended meaning.

 Physical Demands:

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

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level is usually moderate to occasionally loud, and PPE is required.

• Appropriate hearing protection is required while in the plant as noise levels meet OSHA requirements for hearing protection.

• Account Representatives typically work in an office environment but may sometimes work in non-standard workplaces.

• The noise level in the work environment can be loud.