Customer Account Specialist

Ravago Americas•Twinsburg, OH

About The Position

The purpose of this role is to deliver top tier customer service by anticipating and fulfilling customer requirements and supporting the outside sales team. This role is responsible for managing day to day customer needs, processing orders, coordinating with internal teams, and acting as an extension of the sales team. This position requires attention to detail, product and customer knowledge and excellent service.

Requirements

High school diploma or equivalent required
End-user knowledge of our ERP System
Working knowledge of M365 Office Suite, Customer Management, and Reporting tools
Proficiency in English required
Knowledge of business processes from operational departments and commercial parts of the business
Knowledge of legacy systems (functions and capabilities available to users)
Understanding of departmental expectations for systems being implemented
Knowledge of business structure
Demonstrates strong ability to follow current processes and can apply knowledge to assist with process improvement
Extreme attention to detail and ability to maintain data quality and integrity
Strong ability to analyze and report on data
Ability to work efficiently to successfully complete tasks and projects under set deadlines
Able to work independently, as well as in a team environment
Ability to maintain sensitive information
Superior organizing/documentation skills

Nice To Haves

Relevant Industry experience

Responsibilities

Process customer orders, drop ships and requests
Provide product information, pricing and availability to customer
Proactively reach out to customers to inform on material delays, new opportunities, and to resolve issues
Ensure customer specifications are met with each order
Maintain and update all customer pricing including monthly price sheets
Handle customer complaints and properly escalate as needed. Provide ongoing communication to the customer regarding state of resolution.
Schedule carriers for customer orders
Coordinate with outside warehouses to ensure customer orders are shipped on time and in full in accordance with customer requirements
Receive and upload bill of lading documents – engaging in ongoing follow up with warehouses to ensure documents are received timely for invoicing purposes
Answer incoming phone calls
Enter monthly price sheets
Prepare reports for upcoming customer visits
Provide ongoing gap analysis related to volume and profit margin
Make recommendations to the sales team on potential new business
Arrange regular profit reports for review by sales
Assist sales with meeting follow up action items – processing samples, providing quotes, sending product information, etc.
Process and track samples and follow up with sales team on status
Work with the purchasing team to update customer forecasts as relayed by sales
Other duties assigned based off business need.