Customer Service Account Specialist

Summary

The Customer Service Account Specialist acts as an extension of sales and is responsible for managing customer accounts, processing orders, and providing all necessary information to customers.

Responsibilities

• Receive and accurately process all orders via phone, fax, website, email, and EDI from customers in a fast-paced environment.
• Provide knowledgeable answers to questions regarding product, product availability, and pricing.
• Reconcile Dealer/National Accounts by auditing transaction records including freight claims, proof of delivery, and processing credit and/or debits when necessary.
• Settle customer invoice discrepancies and ensure accounts are up to date.
• Implement pricing and discounts to various transactions submitted or requested by Sales.
• Process transactions involving government entities.
• Work closely with Sales and Credit departments to ensure proper implementation of programs.
• Process, review, and release Delivery Receipts, up to 200 transactions daily.
• Process “end user” billing.
• Provide customer online support for orders, invoices, credit card payments, and other account information.
• Contact customers and release backorders in a timely manner, in accordance with the customer’s request and corporate policies.
• Handle customer complaints in a proper manner in coordination with related departments.
• Partner with Supply Chain team to obtain freight quotes, order status, and assistance for inbound inventory.
• Generate customized daily/weekly reports for customers using Access and Excel.
• Support the department in ensuring proper coverage for customers at all times.

Knowledge and Skills

• Effective written and verbal communication skills.
• Superior customer service alongside excellent judgment and decision making.
• Proven track record of ability to handle high call volume with excellent performance levels.
• Must be proficient in the Microsoft Office Suite with an emphasis on Word and Excel.
• Ability to prioritize and manage multiple projects with strong attention to detail.
• Strong team player and ability to interact professionally with internal and external customers.

Education and Experience

• 2-3 years of related experience
• Customer service and/or call center environment preferred
• High school diploma or GED required

Physical Requirements

• Must be able to remain in a stationary position, often sitting or standing for prolonged periods of time while working on a computer.
• Ability to repeat motions that include the wrists, hands and/or fingers
• Must be able to occasionally lift and or move up to 20 pounds