Account Specialist

7 MONTH CONTACT ROLE

Pay $28 to $30 an hour

Fully onsite position

Job Summary:

We are seeking a highly motivated and customer-focused Account Specialist to join our team. In this role, you will be the primary point of contact for our valued commercial business accounts, providing top-tier account management throughout the entire order process. You will ensure seamless order placement, meticulous order management, efficient jobsite planning, and proactive follow-up with customers and our plants. Your ability to build and maintain strong relationships with both internal and external stakeholders, while addressing their questions and concerns with efficiency and professionalism, will be crucial to your success.

Essential Duties & Responsibilities:

• Account Management: Serve as the dedicated point of contact for assigned commercial business accounts, managing all aspects of the order management lifecycle.
• Order Processing & Management: Gather and analyze data to process orders and maintain/update existing orders accurately and promptly, exceeding customer expectations.
• Real-time Communication: Provide timely and accurate order status information to internal and external customers.
• Communication Management: Efficiently manage a high volume of communication via emails and phone calls from customers and other departments.
• Order Accuracy: Ensure all orders are processed error-free.
• Product & Procedure Communication: Communicate product or procedure changes to relevant parties.
• Solution Provision: Offer alternative product choices to customers and sales personnel when necessary, providing supporting information and education.
• Reporting & Presentation: Develop and present order information and reports to internal and external departments as required.
• Cross-Functional Liaison: Act as a liaison between customers, sales, supply chain, and plants to resolve customer/product issues promptly.
• Customer Satisfaction: Follow through on all customer interactions to ensure satisfaction, including proactive communication about ship date changes, delayed shipments, customer pick-ups, and jobsite order follow-up.
• Product Optimization: Provide alternate product options to improve scheduled ship dates.
• Continuous Learning: Maintain up-to-date knowledge of all products and processes through required training sessions.
• Customer Data Management: Maintain accurate customer contact information and special delivery instructions in the master memo.
• Returned Material Processing: Process all Returned Material Requests (RMAs) according to policy and coordinate timely material pick-up.
• Project Support: Assist with special projects and perform overtime as needed.
• Business Continuity: Actively participate in the Customer Care Alternative Workplace and Laptop Programs.

Qualifications:

• Education: Bachelor’s Degree in Arts/Sciences (BA/BS) preferred.
• Experience: Minimum of 3 years of related customer service experience required.
• Phone Experience: Inbound/outbound phone experience required.
• Order Entry: Order entry experience required.

General Knowledge, Skills & Abilities:

• Excellent verbal and written communication skills.
• Strong listening skills with the ability to understand complex problems and provide effective solutions.
• Advanced multitasking abilities.
• Ability to work effectively in a team and develop process improvements.
• Strong organizational skills and attention to detail.
• Advanced problem-solving and critical thinking skills.
• Excellent time management and follow-through skills.

Technical Knowledge, Skills & Abilities:

• Advanced telephone techniques.
• Proficiency in navigating computer systems.
• Intermediate proficiency in MS Office and Google Suites.
• Intermediate math skills, including unit conversion.