Customer Account Specialist- Team Lead

Krayden Inc.•Westminster, CO

20d

About The Position

The Customer Account Specialist Team Lead is responsible for managing select key customer accounts that includes customer order processing and tracking, issue resolution and decision making involved in meeting the customer needs. Identifies and executes solutions based upon individual situations. Serves as a liaison between Sales, Shipping and Receiving, Inventory Specialist, Accounting, and the Customers. Communicate directly with customers via phone and email. In addition, this position is expected to train new sellers on internal process to prepare them to work with their dedicated CAS. Will also assist, and support supervisors and department as needed, identify opportunities to reduce costs, improve efficiency, quality and maintain a team environment.

Requirements

1+ year Customer Service experience in a high email environment; Distribution or Manufacturing experience a plus.
Strong PC and computer software experience including Microsoft Office Suite, ERP, and CRM.
Excellent communication skills (verbal and written).
Exceptional listening, collaboration, and problem-solving skills.
Ability to work effectively in a fast-paced environment.

Nice To Haves

Associates or Bachelor's Degree is a plus

Responsibilities

Partner with new sellers on sales team to train on internal process and get them prepared and ready to work with their dedicated CAS.
Assist Supervisors as needed with training of Customer Account Specialists on more complex/difficult issues, advanced customer service skills, procedural changes, and system applications.
Monitoring, distributing, and when necessary, taking care of out of office CAS emails.
Mentor Customer Account Specialists to elevate the skill level of the entire group. Set up customer portals when applicable; attend meetings required for customer portal requirements, ensure proper notes are on account with portal information, log in, and password. Follow through with training the dedicated CAS and backup as necessary.
QC and sign off on any 10K orders and quotes.
Assist Supervisors with simple customer escalations.
Single Point-of-Contact for a handful of select key customers. Ensure customer’s needs and expectations are met. Follow through with requests to completion.
Building and maintaining lasting relationships with customers through proactive communication via email or telephone.
Ability to process Domestic and International orders and quotes.
Ensure orders and quotes are entered on time with 99.5% accuracy. Orders and quotes should have accurate prices, terms, customer information, dates, item numbers, quantities, shipping instructions, etc. Resolve any order holds.
Manage all aspects of order cycle to ensure customer satisfaction and hassle-free interface with customers.
Execute orders through multi channels I.E: Customer portal, EDI, fax, e-mail, verbal etc.
Has authorization to approve additional expedites, costs overrides, etc when appropriate to ensure service delivery and customer satisfaction levels are maintained.
Document and initiate dispute resolution process as appropriate to ensure customer satisfaction. Engage sales where necessary using independent judgment.
Present a positive image of Krayden, Inc. by maintaining procedures and demonstrating ownership, urgency, and responsiveness in assisting the internal sales team with service-related requests, via telephone and e-mail.
Actively participate in contributing skills and appropriate knowledge to drive to solutions and results.
Knowledge and compliance with all pertinent processes, policies, and standards, both departmental and company-wide, needed to perform your primary responsibilities. IE: AS/ISO, TCP, Export Control.
Perform other duties as assigned.

Benefits

Krayden offers a competitive employee-focused benefits package which includes Medical, Dental, Vision Care & Life insurance, Flexible Spending Accounts (FSA), Health Savings Account (HSA), 401(K) Retirement Plan, Tuition Reimbursement & much more.
Krayden Inc. is an Equal Opportunity Employer.

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