Customer Service Account Specialist

Sunshine Minting•Henderson, NV

About The Position

Manage domestic and international customer service relationships by responding to inquiries, processing orders, preparing reports, and acting as the liaison between customers and production throughout projects. Communicate with customers by email, telephone, and in person, and build strong working relationships to develop ongoing business. Maintain knowledge of company procedures, products, pricing, delivery times, and relevant marketing and promotional services. The role also supports invoicing and collections, international shipping documentation, logistics coordination, and customer-owned product accounts, while completing general office duties and other tasks assigned by management. The position requires regular attendance, reliability, attention to detail, and the ability to manage competing priorities while maintaining a professional, upbeat, and energetic demeanor. The employee works in both office and manufacturing-facility areas and must meet the described physical demands, with reasonable accommodation available for individuals with disabilities.

Requirements

At least 3 years of customer service or sales experience in a manufacturing environment; international or global experience is preferred.
Some college or equivalent experience and training.
Ability to read, write, perform basic math, and communicate effectively in English.
At least 2 years of related experience with standard office equipment and office or administrative skills.
Proficiency with Microsoft Office Suite and the ability to use word processing, spreadsheet, database, and other software applications as needed.
Excellent phone skills, spelling, grammar, and command of English.
Good basic math skills.
Strong interpersonal skills and the ability to handle sensitive and confidential situations with poise, tact, and diplomacy.
Ability to gather and summarize data, solve administrative problems, prioritize work, and maintain attention to detail.
Ability to multitask and establish priorities and deadlines.
Self-motivated, team-oriented, reliable, punctual, and able to attend work regularly.
Professional, upbeat, and energetic appearance and attitude.
Ability to sit, stand, use hands, talk and hear; frequently reach with hands and arms; walk, stoop, and move around an office and manufacturing facility; regularly lift or move up to 10 pounds and occasionally lift up to 25 pounds; and meet the stated vision requirements.

Nice To Haves

Experience with accounting-related software.
Experience with CRM software.
Experience with SAP software.
Diploma or bachelor's degree.
Customer service or sales experience with an international or global focus.

Responsibilities

Respond to incoming customer service inquiries in a timely manner.
Maintain customer records for orders, quotes, tolling accounts, accounts receivable, and other account information.
Keep customers informed about order progress, issues, updates, and shipping documentation.
Respond to customer feedback and follow complaint documentation procedures to help resolve issues and ensure customer satisfaction.
Gather and compile account information and prepare reports for customers and management.
Handle customer invoicing, monitor account balances, and collect customer payments.
Prepare commercial invoices for international shipments and work with international customers to meet shipping and documentation requirements.
Work with logistics to obtain shipping quotes, arrange special shipments, and file claims for lost or damaged shipments when needed.
Manage customer-owned product and tolling accounts to maintain metal supply and account for customer-owned products used on specific projects.
Process inbound material authorizations (IMAs) and other required transfer records.
Coordinate with other departments to ensure order-processing timelines are met.
Perform daily office duties, including updating metal pricing, filing, copying, answering phones, greeting visitors, and distributing messages and faxes.
Perform additional duties as assigned by management.