Customer Account Specialist Job Description

Customer Account Specialist Job Description

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Customer account specialist provides input and assistance to other internal functional areas including Quality, Customer Service, Engineering and Manufacturing in order to improve processes and customer satisfaction levels.

Customer Account Specialist Duties & Responsibilities

To write an effective customer account specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included customer account specialist job description templates that you can modify and use.

Sample responsibilities for this position include:

Resolves complex customer issues and maintains knowledge of account information
Problem resolution including order management, recommendations to Operations that drive production schedules to meet customer needs, lead all post sales activities to ensure customer satisfaction, customer complaints and issues regarding quality, credit/ collections issues, export/import, freight
Manage quotes and follow up on them for the sales rep
Participate as necessary with activities such as customer visits, Sales Advisory Councils, regional meetings
Manage customer expectations by clearly communicating our commitments
Motivated individual dedicated to managing an AR portfolio and improving the health of such portfolio
Team-oriented individual who can work effectively with others
Strong internal and external communication skills (both verbal and written)
Well organized individual who can effectively multi-task and manage email inbox
Ability to perform complex account reconciliations (including credit application, resolving cash application issues, ) of outstanding balances on customer accounts

Customer Account Specialist Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Account Specialist

List any licenses or certifications required by the position: APICS, ID, CI, MBA

Education for Customer Account Specialist

Typically a job would require a certain level of education.

Employers hiring for the customer account specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Business, Education, Associates, Marketing, Performance, Finance, Communication, Technical, Supply Chain Management, Management

Skills for Customer Account Specialist

Desired skills for customer account specialist include:

Our business and understand the functions of our various business areas
Combination with Veritiv processes
Procedures and applications to ensure customer satisfaction
Microsoft Office
Account information
Cross functional technical expertise
Field of Customer experience relations
Order management systems and manufacturing processes
Field of Customer Relations
Ability to engage internal processes and functions to fulfill customer inquiry

Desired experience for customer account specialist includes:

You are a self starter who will take the initiative to obtain solutions and are able to stay focused, pay attention to detail and follow established operating procedures
Bilingual in French and English a requirement
Process internal/external customer orders and requests received via telephone, fax, mail and eCommerce
Document customer Logistical Complaints through the Notification module in SAP
Monitor various reports to properly maintain orders, returns, complaints, contracts, forecast
Ability to effectively escalate issues to management when necessary

Customer Account Specialist Examples

1

Customer Account Specialist Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer account specialist. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer account specialist
  • Respond to inquiries regarding shipping/delivery dates, order changes/cancellations, and quotations
  • Maintain basic familiarity with products, applications, pricing, warranties, sales policies and procedures
  • Maintain working relationships with supporting departments (such as Exception Resolution, Application Engineering)
  • Support Sales and Marketing enabling growth
  • Own the customer concerns
  • Work with cross-functional groups including Quality, Engineering, Order Fulfillment, Marketing, Sourcing, and Production to fulfill customer requests in a timely manner
  • Support new product launches and pricing initiatives
  • Generate customer requested quotes for standard product and communicate conversion to the Order Fulfillment Team
  • Spend 6-7 hours on the phone daily with customers
  • Recognize the need to further investigate possible solutions and escalate customer concerns based on urgency
Qualifications for customer account specialist
  • Provide exceptional customer service experience for vendors and internal/external customers
  • 2+ years of customer support experience in the manufacturing industry strongly preferred
  • Experience with customized/technically oriented products a plus
  • Word, Excel, Outlook, JDEdwards (ERP system experience)
  • Ability to adjust to different tasks quickly
  • Project manage customer on-boarding and campaigns for variable print or pre-media throughout the lifecycle (initial meeting through final disposition of a customer’s project)
2

Customer Account Specialist Job Description

Job Description Example
Our growing company is looking to fill the role of customer account specialist. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer account specialist
  • Analyze and review the customer requirements and make determination on the scope of the overall project
  • Design & implement workflows after evaluating complexity, deliverables, and costs/job profitability
  • Uses logical reasoning to provide creative solutions for Strategic Account customers’ problems
  • Identities problems as they occur and takes appropriate steps to solve or refer them to others
  • Customer Service Representative expected to improve overall project margin when presented with change order opportunities
  • Must have the ability to manage and perform semi-complex to complex work around change orders
  • Must demonstrate the ability to use creativity or imagination in order to resolve system, process, or customer challenges
  • Requiring knowledge of a higher level acquired by specialized intellectual instruction or experience
  • Demonstrates a fundamental knowledge of professional principles and skills
  • Provides consultation or advice to management regarding product support and overall account management strategy
Qualifications for customer account specialist
  • Utilizes Siebel to enter, manage, and prioritize case load to attain established service level agreements
  • Must be detailed oriented and understand the overall project picture
  • Ability to drive continued growth of Strategic Accounts by providing exclusive customer support
  • Required knowledge of SAP and COMPAS systems
  • Must have a solid understanding of COMPAS and SAP relationships
  • Ability to reconcile project financials
3

Customer Account Specialist Job Description

Job Description Example
Our company is hiring for a customer account specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer account specialist
  • Customer Queries, support, installation, contract
  • Partner Queries
  • QA on opportunities
  • Request installation Set-ups
  • Customer and partner communication
  • Assisting the GM on administrative tasks
  • Be a strong resource on our systems
  • Update products in Zuora
  • Monitor the Closed won delay list
  • Solve tickets
Qualifications for customer account specialist
  • Coordinate with finance on hybrid solution (36 months deals)
  • Mange the PO list from our A –partners (Resellers)
  • High work capacity
  • An advantage if the candidate has worked with commercial position and have finance background/ education
  • Experienced in Data management Preferred
  • Strong personal computer skills including data entry in client order processing applications and familiarity with productivity and collaboration software tools such as Word, Excel and Outlook, enterprise applications such as Oracle ERP and Salesforce.com
4

Customer Account Specialist Job Description

Job Description Example
Our company is looking to fill the role of customer account specialist. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer account specialist
  • Develops improvement plans in response to customer surveys and industry trends
  • Perform concise and timely accounts receivables reconciliation
  • Support training, trouble shooting and offer solutions to customers including the eCommerce order stream
  • Participate in interviewing process, coordination of orientation and training for new hires, secondary trainer for new hires and mentoring of peers
  • Provides excellent internal and external customer support by developing and maintaining excellent customer relationships and being the point of escalation at all times
  • Maintain a high levels of professionalism and escalating any issue or potential issue to the Customer Service Manager immediately
  • Ensure personal objectives, KPI's and SLA's are met in line with site KPI's and bring any potential failings to the attention of the Customer Service Manager as soon as they occur
  • Ensure all customer orders, quotations, enquiries and complaints are actioned within 24 hrs
  • Complaints should be resolved effectively and in compliance with consumer laws, company policy and procedures
  • Collaborate and work with various departments, in particular liaising with BDM's to ensure any upcoming information/new business is picked up swiftly
Qualifications for customer account specialist
  • Ability to provide expertise in resolving complex customer issues
  • Thorough understanding of standard customer service concepts, practices and procedures
  • Able to problem solve issues of a more complex nature, using special knowledge to analyzes information and standard practices to make judgments
  • Proficient with Microsoft Applications and database management tools
  • Limited domestic travel, approximately 5%
  • Manage any major build or account issue, implementing recovery plans to satisfy the customer and avoid escalation
5

Customer Account Specialist Job Description

Job Description Example
Our company is looking for a customer account specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer account specialist
  • Provide, progress and convert quotations for existing customers within relevant deadlines
  • Ensure compliance with export control where applicable
  • Attend customer visits as frequently as deemed necessary
  • Ensure scope management is conducted, documented and completed on key accounts
  • Ownership and control of any pricing decisions, ensuring full pricing analysis is completed to develop key customer price lists, and agreeing new annual price lists with customers prior to expiry
  • Seek every opportunity to gain extra business from allocated accounts via customer visits and taking full ownership of accounts
  • Ensure gap analysis is conducted against platform and forecasts to identify any missing orders
  • Attend monthly Dashboard meetings ensuring relevant customer detail is available and up to date
  • Attend monthly revenue meetings ensuring all customer budgets are kept up to date and followed through to assist business targets are met
  • Manage Sales Order book / backlog in relation to dating / holds / quotes and P.O
Qualifications for customer account specialist
  • Obtain customer specific requirements for developing and maintaining the master customer records
  • Associate’s Degree in Business, Marketing, Supply Chain or Finance
  • Must be willing to submit to a criminal background check and drug screen if offered this position
  • Owner of the service relationship with assigned customer base, acting as primary communication contact for accounts
  • Responsible for creation of cases for all inquiries, orders and complaints in the customer record management (CRM) tool to communicate necessary changes to existing orders in SAP, and partnering with Customer Operations counterparts to ensure execution
  • Coordinates internal resources cross-functionally to solve customer problems and deliver solutions to accounts

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