Lead Customer Account Specialist - Remote

Bakelite Synthetics•Atlanta, GA

4d•Remote

About The Position

Lead Customer Account Specialist: The Impact You’ll Have On The Organization and World As the Lead Customer Service Account Specialist, you will be the prime contact for order related activities and is responsible for ensuring customer loyalty by effectively managing the order process. You will interact with multiple departments across the organization as well as serve as a Subject Matter Expert and provide coaching to Customer Account/Senior Account specialists while taking on the challenges of balancing customer and business needs. As the Lead Customer Account Specialist you will provide process training for new associates, lead projects and may act as partial backup support for team manager. It's Better with Bakelite: Our Commitment Back to You You’ll Help Shape Our Future. As a Bakelite associate, you’re part of a diverse, global population creating the next generation of the company and we expect you to put your fingerprint on it. We Champion Our Associates. At Bakelite, you don’t just climb the career ladder – you pave your personal path through continued learning and development. Together, We Will Protect the Planet. From our processes to our products, we are focusing on the opportunities that both grow our profitability as a company, and improve and protect the planet. Safety is a Core Value. At Bakelite, safety is a 24/7 mindset. We are all safe today to ensure we are able to show up tomorrow – for our families and friends, for each other and for our communities. We Care. Plain and simple, we care about our associates. From the top on down, we place a high value on our culture and the associate experience. We offer competitive compensation, robust benefits and support our associates every step of their career. Life in Atlanta: Atlanta is Georgia’s capital, largest city, and home to Bakelite’s corporate headquarters. The city offers lots of activities. In addition to restaurants and a bustling downtown area, you can explore Zoo Atlanta, Georgia Aquarium, Atlanta Botanical Garden and more. Check out some of Atlanta’s famed sports teams, including the Braves, Falcons and Hawks. Atlanta is home to several the most colleges and universities in the southern U.S., including University of Georgia, Emory University, Georgia Institute of Technology, John Marshall Law School and others. Love to travel? You’ll be close to Hartsfield-Jackson Atlanta International Airport, the busiest airport in the world. Learn more about Atlanta What Does a Typical Day Look Like? Here are your primary responsibilities:

Requirements

Bachelors degree or equivalent combination of education and experience.
3 to 7 years experience in customer service & 1 ½ to 3 years experience as a Senior Customer Account Specialist or similar position.
Demonstrated ability to effectively coach associates.
Display strong leadership skills, taking initiative and ownership of difficult customer situations; inspires top performance by example of work ethic and job performance with proven ability to successfully coach others.
Should have strong oral and written communication skills.
Ability to work effectively in a fast paced, international, multicultural environment.
Must possess strong organization skills & be very detail oriented with the ability to adapt to changing priorities.
Customer oriented mind set.
Ability to work well with others to accomplish common goals.
Possess ability to collect, analyze and interpret both qualitative and quantitative data to develop business solutions.
Must have SAP experience as well as proficient in Microsoft Excel and Word.
Must be fluent in English.

Nice To Haves

Six Sigma certification a plus.

Responsibilities

Serve as the primary point of contact for customer order activities.
Enter, update, and resolve customer orders accurately and efficiently.
Communicate with customers regarding requirements, order status, and issue resolution.
Partner cross-functionally with plants, sales, credit, and logistics to ensure on-time delivery and accurate invoicing.
Maintain customer master data and supporting documentation.
Support new business onboarding and audit activities.
Provide backup and rotational after-hours coverage for the team.
Train and coach new team members.
Act as a subject matter expert for specialized processes (e.g., consignment, exports, samples, month-end).
Lead or participate in process improvement and Six Sigma initiatives.
Test and validate SAP process changes.
Prepare reports and analyze key performance metrics.
Provide limited backup support for the team manager (non-personnel matters).