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Customer Account Specialist
2 months ago
Customer Account Specialist
Direct hire
Process- video interview + onsite + background check
Industry- Manufacturing & distribution of electrical/automation devices, privately owned, about 250 employees
Hours- 8-5 or 8:30-5:30
Location- Hybrid. M/W/F onsite in Franklin, MA (just off 495)
Background check- yes + drug screen (THC not included)
Why open: New role in their Franklin office. The work is customer support, generating quotes, entering orders, fixing shipping issues, etc.
Must haves:
-3+ years of customer service, account management, inside sales or order entry experience in a corporate setting
-Manufacturing or Distribution industry
-MS Office (Excel, Outlook & Word)
Preferred:
-Associate or Bachelor degree
Job Description:
The Customer Account Specialist is responsible for building relationships with our customers and collaborating with internal teams to solve challenging customer needs. You will utilize our processes and technology to manage shipments and communicate updates to the customer and our internal teams. You will be partnered with our sales professionals to manage the customer’s account from order entry through shipment, proactively addressing changes to meet on-time delivery and quality customer metrics.
RESPONSIBILITIES
- Manage the customer’s account by communicating expected delivery dates; managing expedite requests; communicating tracking and follow up information regarding customer orders both internally and externally.
- Proactively implementing solutions and sharing status updates to meet on-time-delivery and quality metrics.
- Meeting all internal customer SLA’s
- Uses analytical skills to convert customer data into
- Build and maintain sustainable customer and internal department relations to meet/exceed customer expectations
- Directly support outside sales with dedicated customer base
- Responding to internal requests within a timely manner demonstrating the ability to resolve issues and provide solutions
- Proactive quote, order, and customer management
- Quoting products and services including product selection understanding and additional product recommendations
- Recognizing competitive market pricing parameters and adjusting as needed in accordance with pricing, inventory, and sales initiatives.
- Order entry / data entry into ERP System
- Identity and add prospects within assigned territory to assist with company sales initiatives.
- Outbound follow up on new leads.
- Identify customer needs and offer solutions utilizing the company services and/or products providing the best solution to meet customer needs and company sales goals.
- Recognize industry trends that may impact customer needs and continued sales.
- Ability to generate, review and analyze reports related to customer sales activities related to the above
- Command of technical understanding/aptitude for products offered.
- Proactive promotion of customer incentives that align with the sales strategy.
- Upsell customers additional complimentary products and solutions.
- Continuous training on technical product competencies and technical advancements.
EDUCATION AND EXPERIENCE
- High school diploma required; 4-year degree preferred but not required with adequate experience.
- 4+ years of experience in a sales-related environment like customer service, outside/inside sales, technical sales, purchasing, etc.
- Manufacturing, Industrial or Distribution experience required
- Ability to work in a high volume, fast paced business
