Customer Account Specialist

Life Science Logistics•Dallas, TX

1d•Onsite

About The Position

The Customer Account Specialist will be responsible for effectively communicating with customers via various channels, accurately documenting interactions, and ensuring timely order entry. This role involves assisting customers with inquiries about order status, pricing, returns, and product availability, as well as collaborating with internal departments to manage special, rush, or emergency orders and resolve discrepancies. The specialist will also work directly with clients on allocation and backorder release, and is expected to meet departmental goals for schedule adherence, average handle time, attendance, and call quality. Critical issues must be escalated professionally, and problem-solving skills are essential for resolving customer concerns, handling returns and exchanges, and investigating the root cause of complaints. The role requires providing timely and accurate responses to all customers and attending internal and external meetings. Other duties may be assigned as needed.

Requirements

High School Diploma or equivalent
Knowledge of Microsoft Word, Outlook and Excel
Ability to work independently with self-motivation and initiative
Ability to prioritize tasks and act with a sense of urgency to achieve goals
Flexible schedule
Passion for providing outstanding Customer Service
Has a ‘can do’ attitude, great sense of teamwork and is enthusiastic
Good decision-making skills
Good research skills
Active Listening skills
Excellent oral and written communication skills
Excellent organizational and interpersonal skills
Detail-Oriented
Able to execute duties with minimum supervision in a fast-paced, deadline driven, monitored environment
Navigate through ERP systems such as Tecsys Elite
Accurately key data into systems
10-key with up to 95% accuracy
Intermediate level Microsoft Office skills: Outlook, Excel, PowerPoint
Operate Call Center software and equipment
Professional phone etiquette
Communicate swiftly through IM systems
Basic Math skills
Intermediate public speaking and presentation skills
Excellent verbal and written communication skills
Clear and professional diction in English
Must have a valid driver's license
Must be able to successfully pass all preliminary employment requirements (i.e., background check and drug screen).
Adhere to dress code guidelines

Nice To Haves

1 to 2 years Customer Service experience is preferred
A college degree or a degree in progress is preferred
Bilingual (English/Spanish) is a plus – not required

Responsibilities

Effectively communicate with customers via phone, fax, online chat, or email
Precisely document communications and actions
Provide accurate and timely order entry for operations
Assist customers with questions regarding order status, pricing, return requests, product availability and backorders
Communicate with internal departments including the warehouse regarding special orders, rush orders, emergency orders, or order/shipment discrepancies
Work with clients directly on allocation and backorder release
Meet departmental and individual goals including schedule adherence, average handle time, attendance and call quality
Escalate critical or complex issues to the proper level of management in a professional manner
Troubleshoot problems and providing appropriate solutions to resolve customer concerns
Handling Returns and Exchanges
Resolving Customer Complaints: investigating issues and identifying root cause
Provide timely and accurate responses to internal and external customers and clients
Attend internal and external meetings.
Other duties as assigned