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. They are genuinely excited to help customers, demonstrating patience, empathy, and excellent communication skills. Problem-solving comes naturally to these specialists, who aim to ensure excellent service standards and maintain high customer satisfaction.

• Receive and accurately process all orders via phone, fax, website, email, and EDI from customers in a fast-paced environment.
• Able to respond quickly to customer issues, with a polite, empathic, and professional manner
• 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.
• Build expert, dynamic knowledge of company’s products and services

• Strong communication skills, including active listening and clear articulation
• Superior customer service alongside excellent judgment and decision making.
• Effective interpersonal communication, including emails, and phone calls with internal and external customers
• Proven track record of ability to handle high call volume with excellent performance levels.
• Must be proficient in Microsoft Office Suites with an emphaisis on Word and Excel
• Knowledge in SAP and Saleforce preferred
• 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.

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

Other Requirements: 

• Must have reliable internet connection with an appropriate dedicated workspace
• Able to work in a hybrid environment

• 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