Service Account Support Specialist

2 weeks ago

Canton, United States Checkpoint Systems Full time

Customer Service Account Specialist

Company Overview

Checkpoint Systems, a division of CCL Industries, stands as a global frontrunner in merchandise availability solutions tailored for both B2B and B2C retailers. Our expertise spans loss prevention, merchandise visibility, and IoT product ecosystems, all designed to enhance profitability and elevate the customer experience. With a legacy of 49 years in radio frequency technology, we provide comprehensive solutions that empower retailers to maintain accurate real-time inventory, expedite replenishment cycles, prevent stockouts, and mitigate theft, thereby improving merchandise availability and shopper satisfaction.

Our clientele includes many of today's leading brick-and-click retailers, offering a diverse range of customizable solutions across various sectors including Drug, Supermarket, Apparel, Electronics, General Merchandise, and Big Box stores. Our global headquarters, located in Thorofare, NJ, features a cutting-edge Customer Experience Center that showcases our Intelligent Retail Store solutions.

Checkpoint Systems operates in every major geographic market and employs over 4,000 individuals worldwide. We pride ourselves on offering a competitive compensation and benefits package that includes life, health, dental, and vision insurance, a 401(k) plan, flexible spending accounts, and tuition reimbursement. We prioritize our employees, recognizing that they are integral to our success. Our work environment is open and collaborative, empowering individuals to engage with global teams, innovate products, and advance their careers within a dynamic organization.

Job Overview

The Customer Service Account Specialist serves as the primary point of contact for customers, supply chain, and sales management teams, responsible for the accurate processing and management of customer orders.

Key Responsibilities

  • Timely processing of orders, changes, and adjustments in accordance with company protocols.
  • Communicating order receipt to customers and/or sales personnel, including any potential delays related to back orders or credit issues.
  • Handling customer inquiries via the Customer Service hotline.
  • Maintaining current customer profiles and pricing information in SAP.
  • Reviewing EDI orders and notifying management of necessary updates for accurate processing.
  • Collaborating with the Billing Team to ensure timely invoicing aligned with customer billing requirements.
  • Assisting the Credit/Collections team with overdue accounts.
  • Monitoring open order status to ensure timely shipment completion, following up with the shipping team and/or supply chain to resolve issues as needed.
  • Communicating status and issues regarding backorders to customers and the sales team.
  • Seeking resolutions for freight-related issues on behalf of customers.
  • Acting as the primary internal contact for customers, supporting Sales in relationship management.
  • Gaining familiarity with Alpha products.
  • Participating in meetings with Sales and customers as required.
  • Attending mandatory Customer Service training sessions.

Qualifications

COVID-19 Vaccination

Full vaccination against COVID-19 is a requirement for this position, with valid medical and religious exemptions considered.

Education

A High School Diploma or equivalent is required; an Associate's or Bachelor's Degree in Business is preferred.

Experience

A minimum of 1 year of customer service experience is preferred, particularly with large Retail Purchasing and/or Loss Prevention Departments.

Knowledge, Skills, & Abilities

  • Proficient computer skills in Excel and Word are essential.
  • Experience with SAP or similar sales order processing systems is preferred.
  • Excellent verbal and written communication skills, with the ability to engage effectively with internal and external customers at all organizational levels.
  • Strong attention to detail and problem-solving capabilities.
  • Ability to work collaboratively in a team environment.
  • Proficient data entry skills.
  • Capacity to work under pressure, manage multiple tasks, and meet deadlines.
  • Professional business demeanor.
  • Knowledge of domestic transportation is advantageous.
  • Bi-lingual proficiency in Spanish is a plus.

Additional Information

All personal information will be kept confidential in accordance with EEO guidelines.

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