Account specialist customer service operations
About The Position
The Account Specialist – Customer Service & Operations provides customer service and support, acting as a primary point of contact between the company and its customers. The role handles customer inquiries and concerns, resolves issues, and coordinates with internal teams and stakeholders to address escalations and expedite repairs. It also supports daily team operations, repair memo entry, RMA processing, shipment handling, and production planning and reporting. The position requires strong communication, organization, problem-solving, and teamwork skills, along with the ability to work independently in a fast-paced environment. The role is based in person in Grapevine, Texas, and requires an in-person interview. Compensation is $60,000–$65,000 per year.
Requirements
- Strong communication skills, including the ability to convey information clearly, listen actively, and respond appropriately to customers and team members.
- Ability to interpret data, create effective reports, and make business recommendations based on analysis.
- Critical-thinking and problem-solving skills, including the ability to analyze situations and develop effective solutions.
- Excellent organizational skills and attention to detail.
- Excellent time-management skills and a demonstrated ability to meet deadlines.
- Ability to work in a fast-paced and sometimes stressful environment and learn quickly.
- Ability to work independently and as part of a team.
- Proficiency with Microsoft Office Suite or similar software, and ability to learn new or updated software.
- Bachelor’s degree or better.
- Prolonged periods sitting at a desk and working on a computer.
Nice To Haves
- A degree in business, supply chain, or a related field.
- Two or more years of work experience in account management.
Responsibilities
- Act as a liaison between customers and depot, engineering, receiving, quality control, and shipping teams to resolve status escalations and expedite repairs.
- Direct and guide the team’s daily operations to support accurate and efficient repair memo entry, reduce open RMAs, and foster collaborative problem-solving with coordinators.
- Serve as the primary point of contact between the company and customers; answer inquiries, resolve issues, and provide high-quality customer service.
- Process work in accordance with relevant working practices and standard operating procedures.
- Handle inbound and outbound RMA shipments and defective parts.
- Verify the accuracy and completeness of received and shipped items.
- Collaborate with the team to analyze production output, lead times, and resource availability and assess the feasibility of production plans.
- Report production status and issues to internal and external teams.
- Complete tasks and reports requested by the Business Division Head using internal and external information.
