Customer Account Specialist

Company Overview:

There is something exciting about being on the front end of product development and evolution. PTA Corporation, a plastic injection molder and tool builder, is an “entrepreneurial” manufacturer whose customers are leaders in the medical device, defense, homeland security and technology industries including Fortune 500 OEMs. Business has started to grow dramatically. And we are currently looking for an experienced Customer Account Specialist to join our team.

Position Overview:

As a Customer Account Specialist, you will play a crucial role in providing top-notch support to our valued customers. You will be responsible for resolving complex customer inquiries and ensuring customer satisfaction at all times. The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a passion for delivering exceptional service.

Responsibilities:

• Review contracts or purchase orders from our customers.
• Collaborate with the internal team to review pricing before confirming customer order.
• Identify and resolve complex customer issues efficiently, utilizing available resources and escalation paths as needed.
• Enter and acknowledge all customer orders within a 24-hour period.
• Respond to escalated customer inquiries via phone, email, and chat in a timely and professional manner.
• Maintain frequently-changing business system details such as date maintenance and change orders.
• Act as a subject matter expert on products, services, and company policies to provide accurate information and assistance to customers.
• Understand bills of material, which includes where work is completed, assembly requirements, raw material needed, and machine operations.
• Collaborate with cross-functional teams to address customer concerns and improve overall customer experience.
• Process material authorizations for product returns.
• Complete change notices by reviewing open orders, inventory, and communicating changes with the team and customer.
• Create invoices for daily shipments.
• Update customers on projects throughout validation process as necessary.
• Document customer interactions and resolutions accurately in the Cloud Suite Industrial (CSI) business system.
• Proactively identify trends in customer inquiries and recommend process improvements to enhance service delivery.
• Create and maintain a strong working relationship with customers.
• Represent PTA with professionalism, tact, and positivity when communicating with customers.

Required Skills:

• Conflict Resolution: Customer Account Specialists should be adept at resolving conflicts and de-escalating tense situations with customers. They need to understand different conflict resolution techniques and be able to apply them effectively.
• Leadership Abilities: As they gain experience, Customer Account Specialists may be called upon to lead teams or mentor new hires. Leadership skills such as delegation, coaching, and motivation are valuable in this role.
• Data Analysis: Understanding customer data and analytics can help Customer Account Specialists identify trends, anticipate customer needs, and make data-driven recommendations for improving processes and service delivery.
• Cross-functional Collaboration: Customer Account Specialists often need to collaborate with other departments such as sales, marketing, and product development to address customer issues, gather feedback, and implement solutions that enhance the overall customer experience.
• Project Management: In some cases, Customer Account Specialists may be involved in managing projects related to customer service initiatives, such as implementing new technologies, improving service workflows, or launching new support channels.
• Technical Skills: With the increasing use of technology in customer service, Customer Account Specialists may need to develop more advanced technical skills related to customer relationship management (CRM) systems, help desk software, chatbots, and other digital tools.
• Continuous Learning and Development: Customer Account Specialists should have a commitment to ongoing learning and professional development to stay updated on industry trends, best practices, and emerging technologies in customer service.
• Strategic Thinking: Customer Account Specialists should be able to think strategically about customer service initiatives and how they align with the organization's broader goals and objectives. They need to consider long-term implications and make decisions that support the company's overall strategy.
• Customer Advocacy: Customer Account Specialists often serve as advocates for the customer within the organization, advocating for improvements in products, services, and processes based on customer feedback and insights.
• Cultural Sensitivity and Diversity Awareness: In today's globalized world, Customer Account Specialists should be culturally sensitive and aware of diversity considerations to effectively interact with customers from diverse backgrounds and cultures.

Preferred Work Experience:

• Experience in an account-based customer service position
• Experience in a manufacturing or plastic injection molding environment
• Experience with our business systems

Physical Requirements:

• Ability to sit or stand for extended periods.
• Comfortability working in various environmental conditions, including noise, heat, cold, and exposure to chemicals.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Comfortability wearing personal protective equipment (PPE) such as safety glasses, gloves, and ear protection when on the manufacturing floor.
• Ability to work in temperature-controlled environments and withstand exposure to noise levels associated with manufacturing machinery.
• Ability to receive, comprehend and utilize required training from OSHA and Company including but not limited to the following: Hazard Communication, Lock Out/Tag Out, and First Aid and CPR (optional)

PTA is subject to ITAR regulations; to be considered, the qualified individual must be a US citizen or be a permanent resident card holder. Additionally, candidates much be able to pass a drug screen and background check.