Client Relations Account Coordinator

2 weeks ago

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

Job Title: Customer Service Account Specialist

Reports to: Customer Service Team Lead

Location: Hybrid

ABOUT ACME-HARDESTY

With a legacy spanning over 160 years, Acme-Hardesty, a division of Jacob Stern & Sons, Inc., is dedicated to fostering an environment that values compassion, humility, and humor. Our team is committed to providing innovative solutions in a landscape where challenges are commonplace. We are a distinctive organization that offers a supportive atmosphere for professionals who prioritize respect and dignity over conventional norms.

Have you ever considered the benefits of working in a setting that celebrates curiosity and continuous learning? It might be time for you to explore the opportunities within the Acme-Hardesty family. Experience the transformation that comes from collaborative efforts and a commitment to personal growth.

Acme-Hardesty operates as a key distributor of renewable palm oil derivatives, castor oil and its derivatives, glycerin, preservatives, and surfactants. We connect suppliers from Southeast Asia, the Middle East, and South America with clients across North America, delivering essential materials that empower countless manufacturers to create products for millions of consumers.

POSITION SUMMARY

The Customer Service Account Specialist is responsible for ensuring customer satisfaction by effectively managing sales orders, communicating vital information internally and externally, and promptly resolving customer inquiries. This role collaborates with team members at all levels to drive the company's Key Results.

KEY RESPONSIBILITIES

Customer Service Excellence

  • Deliver an exceptional experience for all clients by clearly articulating Acme Hardesty's commitments regarding products, pricing, and delivery timelines.
  • Build and nurture strong customer relationships while upholding Acme Hardesty's cultural values.
  • Maintain accurate customer requirements in the ERP system and CRM, including product codes, specifications, and labeling.
  • Provide pricing information to customers in accordance with established guidelines.
  • Address product and technical inquiries by directing them to the appropriate personnel.

Order Fulfillment Management

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

Administrative Duties and Communication

  • Develop and maintain a comprehensive understanding of D365 functionalities related to order fulfillment and customer interactions.
  • Adopt a continuous improvement mindset, seeking and recommending more efficient work processes.
  • Report non-conformances to the Quality Coordinator and provide necessary order details for corrective actions.
  • Notify S&OP teams of inventory discrepancies or significant changes in customer order patterns.
  • Effectively manage inventory selection on a FIFO basis to minimize waste 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 collaboratively 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 effectively.

CORE COMPETENCIES

Accountability: Takes ownership of decisions and outcomes within the scope of the role.

Customer Focus: Understands and anticipates the needs of internal and external customers, delivering 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, analyzes, and addresses business challenges while responding swiftly to organizational needs.

Results Orientation: Demonstrates ambition and determination to achieve challenging goals and complete tasks efficiently.

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