Customer Account Specialist

Kraton • Jacksonville, FL

3d

About The Position

At Kraton, we make a Positive Difference, and we are looking for individuals who are also looking to make a difference in their jobs, for our customers and to the world. We are looking to hire a key member of our Supply Chain team at our Jacksonville, Florida location.

The Customer Account Specialist plays a dynamic role within the Account Services Department, supporting end-to-end Supply Chain Order-to-Cash processes. This position is responsible for supporting B2B customer accounts, processing and tracking orders, and addressing a wide range of internal and external inquiries to ensure seamless service delivery and customer satisfaction.Key ResponsibilitiesThe key responsibilities of this role include but are not limited to the following:
Relationship Management

The Account Specialist is primarily responsible for supporting the onboarding of new customer accounts and maintaining strong relationships with assigned existing accounts. This role involves close collaboration with customers and sales to understand specific needs, deliver effective service solutions, and ensure high levels of satisfaction. Key responsibilities include accurate order processing, order management, and ongoing maintenance of customer master data.

Communication and Support

Interact directly with clients through emails, managing customer portals, CRM databases, and managing orders via SAP ERP systems. Manages purchase orders, order changes or inquiries, and contributes to sales revenue. This role will support accounts via order management through multiple systems (e.g. SAP, CRM, customer portals, and tracking sites). Seeks process improvement opportunities and sharing new ideas with the team.
Monitors and analyzes daily reports and dashboards to ensure accuracy across the Order-to-Cash (OTC) process, resulting in a 99% invoice accuracy rate and reduced processing errors.
Collaborates cross-functionally with logistics, sales, planning, and other internal teams to proactively resolve issues, streamline workflows, and enhance customer satisfaction, contributing to an improvement in on-time delivery performance.

Market, Product and Process Knowledge

The Account Specialist needs a combination of relationship-building skills and a solid understanding of the market and the products they represent. Understands various logistics intricacies to be able to provide different levels of support.
Safeguards customers and Kraton personnel from any form of harm and ensures personal safety at work.
Ensures compliance with ISO procedures and acts in accordance with Kraton’s Ethics & Compliance policies.
Bridges the gap between the company and customer accounts, ensuring excellent service and fostering lasting partnerships.
Collaborates with internal and external stakeholders in Supply Chain, Sales, Global Credit Finance/Treasury and Operations.
--------------------------------------------------The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

Kraton’s internal talent acquisition team manages our recruiting efforts and from time to time works with pre-selected/pre-approved external staffing agencies. We do NOT accept unsolicited resumes or candidate referrals from recruiters and/or agencies who are not pre-selected/pre-approved.

Kraton is proud to be an Equal Opportunity Employer.

Requirements

• Minimum 3 years of experience in customer service, logistics, and/or inside sales functions. Experience in the manufacturing industry is a plus.
• MS office, (basic) understanding of SAP or other highly preferred ERP Systems, CRM and other relevant tools.
• Efficient communication and cross functional collaboration.
• Organizes thoughts with the ability to present information in a clear and precise manner.
• Experience in managing customers' inquiries and orders in a B2B environment.
• Professional level communication in English is required, and one additional language is preferred.
• Knowledge of Incoterms and freight terms preferred. Export/Import experience is an advantage.
• Actively expands knowledge of current functionality.
• Bachelor’s degree from an accredited university, college or business school or equivalent work experience

Nice To Haves

• Experience in the manufacturing industry is a plus.
• Knowledge of Incoterms and freight terms preferred. Export/Import experience is an advantage.
• Export Operations Training preferred

Responsibilities

• supporting the onboarding of new customer accounts and maintaining strong relationships with assigned existing accounts
• close collaboration with customers and sales to understand specific needs, deliver effective service solutions, and ensure high levels of satisfaction
• accurate order processing, order management, and ongoing maintenance of customer master data
• Interact directly with clients through emails, managing customer portals, CRM databases, and managing orders via SAP ERP systems
• Manages purchase orders, order changes or inquiries, and contributes to sales revenue
• support accounts via order management through multiple systems (e.g. SAP, CRM, customer portals, and tracking sites)
• Seeks process improvement opportunities and sharing new ideas with the team
• Monitors and analyzes daily reports and dashboards to ensure accuracy across the Order-to-Cash (OTC) process, resulting in a 99% invoice accuracy rate and reduced processing errors
• Collaborates cross-functionally with logistics, sales, planning, and other internal teams to proactively resolve issues, streamline workflows, and enhance customer satisfaction, contributing to an improvement in on-time delivery performance
• Safeguards customers and Kraton personnel from any form of harm and ensures personal safety at work
• Ensures compliance with ISO procedures and acts in accordance with Kraton’s Ethics & Compliance policies
• Bridges the gap between the company and customer accounts, ensuring excellent service and fostering lasting partnerships
• Collaborates with internal and external stakeholders in Supply Chain, Sales, Global Credit Finance/Treasury and Operations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level