Customer Account Specialist - Remote

Bakelite•Atlanta, GA

2d•Remote

About The Position

As the Customer Account Specialist you will serve as the primary point of contact for all order‑related activities, ensuring a seamless experience throughout the order lifecycle. You will be responsible for building strong customer relationships, managing order accuracy and timeliness, and supporting overall customer loyalty through excellent communication and problem resolution. You will collaborate closely with internal teams to ensure customer needs are met efficiently and effectively.

Requirements

High School Diploma or equivalent and 1- 3 years of experience in customer service, order management, supply chain, or a related field.
Strong understanding of order fulfillment processes and customer account management.
Excellent communication skills with the ability to manage multiple requests in a fast-paced environment.
Experience working with Microsoft Excel and Word.
Strong attention to detail and problem‑solving ability.
Unrestricted authorization to work in the United States.

Nice To Haves

Experience in manufacturing, distribution, or similar operational environments.
Experience using SAP is a plus.
Familiarity with process improvement tools or methodologies (Lean, Six Sigma).

Responsibilities

Act as the main contact for assigned customers on order entry, status updates, delivery coordination, and issue resolution.
Build strong, service‑focused customer relationships that promote trust and long‑term satisfaction.
Respond quickly to customer inquiries, ensuring professional, clear, and accurate communication.
Manage the end‑to‑end order process—including order receipt, validation, entry, tracking, and completion.
Monitor open orders to ensure accuracy and on‑time delivery while proactively identifying potential delays or issues.
Collaborate with cross-functional teams (Sales, Supply Chain, Operations, Finance) to resolve problems and support customer needs.
Investigate and resolve order discrepancies, shipment delays, inventory shortages, and billing concerns.
Provide timely updates and solutions to customers to maintain high satisfaction levels.
Escalate complex issues to leadership when necessary while maintaining ownership of the customer experience.
Maintain accurate customer records, order details, and communication history in ERP systems.
Ensure compliance with internal policies, service level expectations, and quality standards.
Support reporting activities related to order accuracy, fulfillment performance, and customer service metrics.