Specialty Account Operations Specialist

Kinsey’s • Mount Joy, PA

7d

About The Position

The Specialty Account Operations Specialist is responsible for supporting and managing the day-to-day operational needs of Kinsey's specialty customer channels, including international customers, dropship accounts, API-connected customers, and consolidation-order customers. This position serves as a primary operational point of contact for these accounts and is responsible for ensuring orders are processed accurately and efficiently, customer questions are resolved promptly, and account-specific requirements are properly coordinated across Sales, Operations, IT, Accounting, and other internal departments. The ideal candidate is highly organized, detail-oriented, comfortable working with systems and technology, and capable of managing multiple complex customer workflows simultaneously.

Requirements

• Highly organized
• Detail-oriented
• Comfortable working with systems and technology
• Capable of managing multiple complex customer workflows simultaneously

Nice To Haves

• Service focused selling
• Creative problem solving
• Pro-active and self-sufficient
• Team Player
• Flexible

Responsibilities

• Process and manage international customer orders from receipt through shipment.
• Review orders for accuracy and ensure required customer and order information is complete.
• Coordinate with internal departments regarding inventory availability, order status, documentation, shipping requirements, and exceptions.
• Communicate order status, changes, backorders, and other relevant information to international customers.
• Maintain accurate customer and order records within company systems.
• Assist in resolving issues that may delay or prevent order fulfillment.
• Serve as a primary customer-service contact for dropship and API-connected accounts.
• Coordinate onboarding and ongoing support for dropship customers.
• Assign and maintain customer API keys and associated account information in accordance with company procedures.
• Assist customers with basic API-related account questions and coordinate technical issues with the appropriate internal resources.
• Troubleshoot order-flow issues and identify whether problems originate from customer setup, order data, inventory availability, or internal processing.
• Coordinate with Sales and IT when new integrations or changes to existing integrations are required.
• Maintain accurate documentation of account configurations, requirements, and contacts.
• Manage customer consolidation orders and associated timelines.
• Coordinate multiple orders or shipments according to established customer requirements.
• Monitor open orders, inventory availability, and requested shipment dates.
• Communicate with customers regarding order status, changes, product availability, and expected fulfillment.
• Work with Warehouse, Purchasing, Sales, and other internal teams to ensure consolidation orders are executed accurately.
• Identify aging or problematic orders and escalate issues when necessary.
• Provide timely and professional customer service to assigned specialty accounts.
• Research and resolve order discrepancies, shortages, cancellations, backorders, pricing questions, and other order-related issues.
• Maintain clear communication between customers and internal departments.
• Develop a strong understanding of each assigned customer's operational requirements.
• Identify recurring issues and recommend process improvements.
• Maintain documentation and standardized procedures for specialty account workflows.
• Provide backup support for other customer and order-management functions as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed