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Client Relations Account Coordinator

2 months ago

Blue Bell, Pennsylvania, United States Acme-Hardesty Full time

Job Title: Customer Service Account Specialist

Reports to: Customer Service Team Lead

Location: Hybrid

ABOUT OUR ORGANIZATION

With a legacy spanning over 160 years, Acme-Hardesty, a division of Jacob Stern & Sons, is dedicated to fostering an environment of compassion, humility, and humor. Our team members are empowered to find solutions where challenges arise, making us a distinctive company that values respect and dignity over conventional norms.

Are you curious about working in a setting that celebrates inquisitiveness? It might be time to consider joining the Acme-Hardesty family. Experience the transformation that comes from continuous learning and collaborative efforts. Discover what makes Acme-Hardesty unique.

Acme-Hardesty operates from Blue Bell, Pennsylvania, and has grown to become a leading distributor of renewable palm oil derivatives, castor oil and its derivatives, glycerin, preservatives, and surfactants. We serve as a vital link between suppliers in Southeast Asia, the Middle East, and South America, and customers in North America, delivering essential materials that support thousands of manufacturers and benefit millions of consumers.

POSITION SUMMARY

The Customer Service Account Specialist is responsible for ensuring customer commitments are met through effective sales order management, clear communication, and prompt resolution of customer inquiries. This role collaborates with team members across various levels to achieve the company's Key Results.

KEY RESPONSIBILITIES

Customer Engagement

  • Deliver an exceptional experience for all customers by effectively communicating Acme-Hardesty's commitments regarding products, pricing, and delivery timelines.
  • Build and maintain strong customer relationships while upholding the cultural values of Acme-Hardesty.
  • Ensure customer specifications and requirements are accurately recorded in the ERP system and CRM.
  • Provide pricing information to customers in accordance with established guidelines.
  • Address product and technical inquiries by directing them to the appropriate personnel.

Order Processing

  • Oversee the entire customer order process from the receipt of purchase orders to shipment.
  • Collaborate with sourcing and supply chain teams to meet customer needs and delivery schedules.
  • Determine the most efficient transportation methods in conjunction with the supply chain team.
  • Initiate credit, debit, and return adjustments promptly after thorough investigation.
  • Resolve payment discrepancies and chargebacks in a timely manner.

Administrative Duties and Communication

  • Develop and maintain a comprehensive understanding of ERP functionalities related to order fulfillment and customer activities.
  • Adopt a mindset of continuous improvement, consistently seeking ways to enhance work processes.
  • Report any non-conformances to the Quality Coordinator and provide necessary order details for corrective actions.
  • Inform S&OP teams of inventory discrepancies or significant changes in customer order trends.
  • Select inventory using FIFO principles to minimize excess stock and aged materials.
  • Perform additional tasks as assigned by management.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

  • 5-7 years of experience in a customer service role within a mid-sized distribution or manufacturing environment.
  • Demonstrated ability to work effectively as part of a team.
  • Proficient in MS Office, ERP systems, and CRM software.
  • Bachelor's degree in business, logistics, supply chain, marketing, or a related field is preferred.
  • Strong written and verbal communication skills.
  • Highly organized with the ability to manage multiple tasks simultaneously.

CORE COMPETENCIES

Accountability

Takes responsibility for decisions and outcomes within the scope of the role.

Customer Orientation

Anticipates and understands customer needs, striving to provide quality products and services that exceed expectations.

Effective Communication

Recognizes the perspectives of others and adjusts communication styles to enhance effectiveness.

Problem Solving

Proactively identifies and addresses business challenges, responding swiftly to organizational needs.

Results Driven

Exhibits ambition and determination to achieve challenging goals and drive projects to completion.