Customer Account Specialist

PTA Plastics•Oxford, CT

1d•Onsite

About The Position

As a Customer Account Specialist, you will play a role in providing support to our valued customers. You will be responsible for resolving customer inquiries and ensuring customer satisfaction at all times. The ideal candidate will possess basic communication skills, problem-solving abilities, and a passion for delivering exceptional service.

Requirements

High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
3-5+ years of customer service experience, preferably in plastics manufacturing, injection molding, or manufacturing industries.
Experience with contract review, pricing evaluation, or order management strongly preferred.
Demonstrated ability to manage complex customer interaction and collaborate cross-functionally.
Proficiency with ERP systems required; CloudSuite Industrial (CSI/Syteline) experience is a strong plus.
Excellent verbal and written communication skills.
Ability to multi-task, prioritize, and work in a fast-paced environment.
Problem-solving mindset with strong attention to detail.
Team-oriented with a customer-first approach.
Ability to stand, walk, and move around the production floor for extended periods.
Capable of lifting and carrying heavy objects weighing up to 50 pounds.
Manual dexterity and hand-eye coordination for handling small tools, machine components, and molds.
Ability to work in a fast-paced environment and adapt to changing priorities.
Comfortable wearing personal protective equipment (PPE) such as safety glasses, gloves, and ear protection.
Occasional bending, kneeling, and reaching to access equipment and perform maintenance tasks.
Good vision and color perception for inspecting parts and identifying any defects or abnormalities.
Ability to work in temperature-controlled environments and withstand exposure to noise levels associated with manufacturing machinery.
Ability to receive, comprehend and utilize required training from OSHA and Company including but not limited to the following: Hazard Communication, Lock Out/Tag Out, First Aid and CPR (optional).
To conform to the International Traffic in Arms Regulations (ITAR), 8 U.S.C. § 1324b(a)(3), applicants for employment at PTA Plastics must be a U.S. citizen or national, lawfully admitted for permanent residence into the U.S. (i.e., current green card holder), or lawfully admitted as a refugee or granted asylum under 8 U.S.C. § 1157-1158.

Nice To Haves

Associate’s or Bachelor’s degree
CloudSuite Industrial (CSI/Syteline) experience

Responsibilities

Respond to escalated customer inquiries via phone, email, and chat in a timely, professional manner.
Identify, troubleshoot, and resolve complex customer issues, utilizing escalation paths when appropriate.
Serve as a subject matter expert on products, services, processes, and policies.
Build and maintain strong customer relationships through proactive communication and follow-through.
Conduct contract review for accuracy and compliance.
Enter and acknowledge customer orders within a 24-hour period.
Perform pricing reviews and communicate any discrepancies or required approvals.
Manage date maintenance, change orders, and documentation updates.
Process Return Material Authorizations (RMA) and change notices.
Ensure timely and accurate invoicing.
Keep customers informed throughout project validation phases.
Document all customer interactions, decisions, and resolutions in CloudSuite Industrial (CSI).
Demonstrate understanding of Bills of Material (BOMs) and their impact on order accuracy.
Collaborate with engineering, quality, production, planning, and sales to address customer concerns and support process improvements.
Identify trends in customer inquiries and recommend improvements to enhance service, workflow, or documentation.
Participate in initiatives that enhance customer experience or internal efficiency.