Account Support Specialist

2 weeks ago

Somerset, United States Synerfac Full time

Details:

Work for a Somerset County, NJ area specialty manufacturing company.

Account Support Specialist:

POSITION SUMMARY:

The Account Support Specialist interacts with customers with the highest level of customer service in response to inquiries, concerns and requests regarding orders, products, and services to best represent the company. They make key decisions regarding management of purchase orders to ensure accuracy and meeting financial estimates. The Account Support Specialist will also analyze EDI transmissions to identify issues and troubleshoot to determine how best to resolve, review daily reporting of unconfirmed balances to track against monthly financial estimates and serve as the focal point of communication for Sales/Inside Sales, Accounts, company warehouses and company logistics departments.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES:

* Provide proactive quality customer service to customers to support retention.
* Act as the first point of contact for resolving customer queries and complaints.
* Completes timely order processing, confirmations order tracking/status updates, product availability and all other internal and external customer inquiries.
* Partner with warehouses on all shipping issues, extension requests, special projects, samples, and transfers to ensure financial goals are met.
* Works effectively with all functional areas (sales, operations and, finance etc.) to satisfy customer needs.
* Troubleshoot EDI error and suspense files to determine cause for the error. Execute action/s to resolve, publish finding to Sales and Accounts.
* Monitor EDI transmissions to ensure proper alignment of details such as: part, qty, price, shipping window, and net terms.
* Manage resolution of pricing, invoicing, credits, payments, shipping discrepancies and other complex inquiries for the customer with appropriate personnel.
* Monitor order files and partner with sales and accounts to correct and ensure valid ship windows.

* Develop a relationship with the sales team by being proactive and offering creative solutions.
* Partner with Shipping/Receiving/Warehouse with any special handling requirements or logistics issues.
* Double check pick tickets: Monitor to ensure all orders are dropped on pick tickets as needed to catch/call out anything that may have been missed.
* Analyze and Acknowledge PO changes in EDI.
* Partner with Shipping/Receiving/Warehouse and, Accounts to ensure PO's ship accurately to prevent chargebacks.
* Research chargebacks to determine validity and partner with credit to reverse where possible,
* Issue pro-forma invoices and partner with credit on cash in advance accounts and credit held customers calling out any issues that may impact the monthly financial estimate.
* Evaluate order register for any back orders to be cancelled and identify any necessary extensions,
* Manage hold codes on orders to control what allocates/tickets.
* Partner with Sales to correctly issue return authorization requests so that they correctly reflect in the Financials.
* Prepare, obtain approvals, and publish air forms to Transportation group to prioritize high priority shipments.
* Provide, coordinate, and facilitate CRM training, best practices and documentation for new and current Associates and other Departments.
* Perform other duties as assigned.

Job Requirements

Details:

QUALIFICATIONS & EXPERIENCE:

Experience: 1 to 3 years customer service experience preferred

Education: Bachelor's degree preferred

Skills:
* Excellent written & verbal communication skills required.
* Must be able to prioritize workload.
* Excellent organizational skills needed,
* Proficient in Microsoft Word, Excel & Outlook helpful
* Knowledge of CRM platform a plus

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