Account Specialist I
About The Position
This role oversees all activities related to building and managing strong relationships with key direct and buyback accounts. The position works closely with internal and external partners to increase sales, profitability, customer satisfaction, and overall account success. Responsibilities include managing assigned customer accounts, serving as the primary point of contact for customer inquiries and escalations, coordinating cross-functional support, and managing the order-to-cash process. The role also focuses on customer retention, process improvement, inventory and forecasting coordination, open order management, and identifying opportunities to support account growth. The individual in this role is expected to maintain strong relationships with customers, suppliers, and internal departments including Sales, Procurement, Operations, Dispatch, and Billing to ensure customer expectations and business objectives are met. Additional responsibilities include maintaining accurate account documentation, supporting onboarding activities, and proactively resolving issues impacting service levels or profitability. Successful candidates should demonstrate strong communication, customer service, organizational, problem-solving, and relationship management skills while working independently with minimal supervision and in alignment with company standards.
Requirements
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of employees, managers, and customers.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to apply concepts of basic algebra and geometry.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Knowledge of Word, Excel and PowerPoint.
- Experience working in an enterprise-wide system.
Nice To Haves
- Customer Service - manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.
- Interpersonal - focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
- Oral Communication - speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
- Teamwork - balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to
Responsibilities
- Manage assigned customer accounts by building and maintaining strong business relationships
- Serve as the primary point of contact for assigned accounts regarding orders, service concerns, product availability, and account-related inquiries
- Conduct regular account reviews to identify opportunities for process improvements, increased sales, and enhanced customer satisfaction
- Monitor customer activity, trends, and service levels to proactively address issues and support account growth
- Partner with Sales, Procurement, Operations, and other internal departments to ensure customer expectations and business objectives are met
- Support customer retention efforts through consistent communication, follow-up, and resolution management
- Maintain accurate customer account documentation and ensure account information is updated within company systems
- Assist with onboarding new accounts, including setup coordination, process education, and ongoing account support
- Network with key clients and key suppliers to identify and address specific needs
- Conduct weekly, monthly, and/or quarterly meetings with key customers and/or suppliers to drive process improvement
- Serve as a point of escalation for key Direct and Buyback Accounts, internally and externally
- Develop and maintain relationships with customers to ensure long-term success
- Act as liaison between customers and internal teams ensuring client requirements are met
- Handle all calls and cases for assigned key customers
- Ensure brand consistency
- Maintain high customer satisfaction ratings according to company standards
- Stay up to date with internal and external developments and suggest ways to increase sales
- Work with procurement and forecasting teams to ensure stocking levels are accurate
- Manage process from order to cash for assigned customers
- Review open order reports for assigned locations
- Coordinate with inventory, dispatch, operations, and billing on orders that require attention
- Work with sales for assistance on approved task lists
- Work emergency line during assigned time
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
