Sales Support Account Specialist

2 weeks ago

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

Job Title: Customer Service Account Specialist

Reports to: Working Customer Service Team Lead

Location: Hybrid

OUR COMPANY

With a legacy spanning over 160 years, Jacob Stern & Sons / Acme-Hardesty is dedicated to leading with empathy, humility, and a touch of humor. Our employees excel in providing solutions where others may only identify challenges. We are a distinct organization that offers a welcoming environment for professionals who prioritize respect and dignity over conventional norms.

Have you ever considered what it would be like to thrive in a setting that rewards curiosity and passion? It might be time for you to leave the mundane behind and become part of the Acme-Hardesty family. Embrace the transformation that comes from continuous learning and collaborative efforts. Discover more about Acme-Hardesty.

Acme-Hardesty Co., a division of Jacob Stern & Sons, Inc., has evolved into one of the leading distributors of renewable palm oil derivatives, castor oil and its derivatives, glycerin, preservatives, and surfactants. Our business acts 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 in creating products that enhance the lives of millions.

POSITION OVERVIEW

The Customer Service Account Specialist is responsible for fulfilling commitments to customers through effective management of sales orders, clear communication of information both internally and externally, and prompt resolution of customer inquiries. The Account Specialist collaborates closely with team members at all levels to achieve key objectives for the organization.

RESPONSIBILITIES AND ACCOUNTABILITIES

Customer Service

  • Deliver an exceptional experience for all customers by clearly articulating Acme-Hardesty's commitments (product, pricing, and delivery timelines).
  • Build and maintain strong customer relationships while upholding Acme-Hardesty's cultural values.
  • Ensure customer specifications (product codes, requirements, statements of work, labeling, etc.) are accurately recorded in the customer master records within the ERP system and CRM.
  • Provide pricing to customers in accordance with established guidelines and developed as a CRM quote.
  • Address product and technical inquiries by directing them to the appropriate personnel.

Order Management

  • Oversee the entire process of customer orders from the receipt of purchase orders to the shipment of those orders.
  • Collaborate with the Sourcing and Supply Chain teams to meet customer requirements and delivery schedules.
  • Determine the most effective mode of transportation in coordination with the Supply Chain team.
  • Initiate credit, debit, and return adjustments promptly after thorough research and investigation.
  • Investigate and resolve payment discrepancies and chargebacks in a timely manner.

Administration and Communication

  • Develop and maintain a comprehensive understanding of D365 functionalities related to order fulfillment and customer activity.
  • Adopt a continuous improvement mindset, consistently seeking and recommending more efficient work processes.
  • Report non-conformances to the Quality Coordinator immediately and provide order details to initiate corrective actions.
  • Inform S&OP teams of inventory discrepancies or significant changes in customer order patterns.
  • Select inventory effectively on a FIFO basis to minimize odd lots, broken pallets, and aged materials.
  • Perform other duties as assigned by management.

KNOWLEDGE, ABILITIES AND SKILLS DESIRED

  • 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 their role.

Customer Focus

Understands and anticipates the needs of internal and external customers, striving to provide quality products and services that exceed expectations.

Effective Communication

Recognizes the perspectives of others and adjusts behaviors to enhance effectiveness.

Problem Solving

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

Results Orientation

Exhibits ambition and determination to achieve challenging organizational and career goals, driving work to completion.

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