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Customer Engagement Account Coordinator

2 months ago

Canton, United States Checkpoint Systems Full time

Customer Service Account Specialist

Company Overview

Checkpoint Systems, a division of CCL Industries, stands as a premier provider of merchandise availability solutions tailored for both B2B and B2C retailers. Our expertise encompasses loss prevention, merchandise visibility, and IoT product ecosystems designed to enhance profitability and elevate the customer experience. We deliver comprehensive solutions that empower retailers to maintain accurate real-time inventory, streamline replenishment cycles, mitigate out-of-stocks, and minimize theft, thereby enhancing merchandise availability and the overall shopping experience.

With 49 years of experience in radio frequency technology, we offer innovative high-theft and loss-prevention solutions, leading RFID hardware, software, cloud-based SaaS, and customizable labeling and EAS antennas. Our clientele includes many of the leading brick-and-click retailers, providing a diverse range of customizable solutions across various sectors including Drug, Supermarket, Apparel, Electronics, General Merchandise, and Big Box stores. Our global headquarters features a state-of-the-art Customer Experience Center that showcases our Intelligent Retail Store solutions.

Checkpoint Systems operates in all major geographic markets and employs over 4,000 professionals worldwide. We provide a competitive compensation and benefits package, including life, health, dental, and vision insurance, 401(k), flexible spending accounts, and tuition reimbursement. We value our employees as they are integral to our success and foster an open, collaborative work environment that encourages innovation and professional growth.

Position Overview

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

Key Responsibilities

  • Timely processing of orders, changes, and adjustments in accordance with company protocols.
  • Communicating order receipt and potential delays to customers and sales personnel.
  • Responding to customer inquiries via the Customer Service hotline.
  • Maintaining updated customer profiles and pricing 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 requirements.
  • Assisting the Credit/Collections team with overdue accounts.
  • Monitoring open order status to guarantee timely shipment completion and following up with relevant teams to resolve issues.
  • Providing updates to customers and sales teams regarding backorders.
  • Addressing 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.
  • Completing mandatory Customer Service training.

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, with experience in large Retail Purchasing or Loss Prevention Departments being advantageous.

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 interact effectively with customers and colleagues at all organizational levels.
  • Strong attention to detail and problem-solving abilities.
  • Ability to work collaboratively in a team environment.
  • Proficient data entry skills.
  • Ability to manage multiple tasks and meet deadlines under pressure.
  • Professional demeanor in business interactions.
  • Knowledge of domestic transportation is beneficial.
  • Bi-lingual proficiency in Spanish is a plus.

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