Customer Service Account Specialist

Description

JOB SUMMARY/PURPOSE

This position supports the sales of Excelta’s product including, but not limited to, answering incoming calls, processing orders, entering data into our ERP system, and collaborating with multiple department coworkers to ensure quality and excellence in serving our customers.  

DIRECT REPORTS & KEY COLLABORATORS

Direct Reports, if any:

• None 

Key Collaborators:

• Regional Sales Managers
• Director of Product Development
• Accounting, Purchasing & IT staff 
• Manufacturing staff

KEY TASKS AND RESPONSIBILITIES

• Answer inbound phone calls promptly to assist customers with a focus on customer service.
• Respond to numerous email requests each day from customers in an efficient, effective, and timely manner, with a focus on customer service. 
• Inform customers of unit prices, shipping dates, anticipated delays, and answer any questions about products, services, and policy. 
• Enter customer orders into Syspro (ERP database) in a timely and accurate manner, verifying the accuracy of each order every time and flagging any issues.
• Expedite existing orders and notify customers of any pricing issues, delays, or discontinued products.
• Send order confirmations to customers, including the most accurate estimated delivery time based on the information on hand.
• Check shipment confirmations and enter tracking numbers into the database as needed.
• Build and maintain excellent customer relationships through conversations and email exchanges, based on reliable and accurate information provided and meeting customer needs or responding to customer inquiries.
• Update Production with issues or delays by researching open jobs in the system, collaborating with Manufacturing and the Shop to identify issues and creating updates in the database. 
• Seek knowledge and learn continuously about Excelta’s products to effectively answer product questions.
• Release orders that are in suspense by communicating with the Credit / Accounts Receivable clerk and inquiring about customer credit holds then communicating to the distributor about any payments required.
• Moderate the Jivo Chat (Spanish communication channel for international Spanish-speaking customers) to identify potential customers, introducing potential customers to clients or end users, assessing customer needs, and making product recommendations. 
• Collaborate with Sales representatives to best support customers which may include expediting items, following up on inquiries and providing updates and making suggestions on products. 
• Assist in creating, updating or discontinuing Special Pricing Quotes that have been approved by the Regional Manager of that territory. 
• Assist in executing the Custom Tool process at the customer’s request, including; 
• Acknowledging the custom tool request
• Seeking Approval of the request with our Production Manager
• Finalizing the quote and emailing the customer, Excelta Rep, and Regional of our offering.
• Creating / Updating the custom part number in Syspro
• Service Specific Accounts assigned by management with duties such as the following:  
• Research and rectify order discrepancies
• Process RMA’s for missed shipments, short shipments, billing errors etc. 
• Act as Account Manager for Amazon to include:
• Entering orders into our ERP in an accurate and timely manner.
• Disputing credits, charge backs, short shipments, or any other type of discrepancy. 
• Updating their expedited report with accurate ship dates. 
• Monitor orders from our website for any discrepancies before they get processed. 
• Maintain name and address changes from distributors.
• Complete NAFTA Certificates for purchasing as needed.
• Support the Quality Control department with the creation of Certificates of Compliance for customer orders.
• As needed and as time permits, support the Shipping Department to include:
• Pick and prepare job orders.
• Find job orders tied to Sales orders.
• Create shipment labels via online Fed EX and UPS system. 
• Ensure international orders are appropriately boxed and labeled in a compliant and accurate way. 
• Review, organize and evaluate product stock once it received.

Requirements

EDUCATION, EXPERIENCE, KNOWLEDGE, SKILLS & ABILITIES

• High school diploma required, Associate’s Degree strongly preferred and Bachelor’s degree preferred. 
• Minimum 3 - 5 years working in a fast-paced, diverse and customer-service environment, preferably in manufacturing industry. Small, family-owned business where multiple hats must be worn and administrative support with employees and customers was demonstrated. 
• Advanced customer service skills, both in person, on the phone, and virtually (email / chat / messaging / online) with ability to put the customer at the center of all areas of work. 
• At least two years experience with computer software such as Microsoft Office Programs (Word, Excel, Outlook), database software programs (SysPro), internet / website savvy, CRM (Salesforce) preferred. 
• Ability to effectively work both independently and as part of a team.  
• Excellent communication skills both verbally and in written format, requires ability to communication verbally and in writing in a professional manner to represent the brand of Excelta. 
• Bilingual in English/Spanish preferred 

TRAITS, ATTRIBUTES & COMPETENCIES

1. Attention to Detail –Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
2. Collaboration – Works with employees from other functions or departments and gains their cooperation and support. Excellent team player who role models collaborative work behaviors.
3. Communication – Effectively transfers thoughts and expresses ideas verbally in individual or group situations. Shares information openly and frequently and keeps others well informed. Keeps Supervisor well informed of work progress in meeting Objectives. Uses effective listening skills to gain understanding from others. Highly developed written skills.
4. Drive for results – Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence. Shows a passion for improving the delivery of results with a commitment to continuous improvement.
5. Initiative – Does more than what is required or expected in the job; does things that no one has requested that will improve or enhance the operation, avoid problems, or develop opportunities. Plans ahead for upcoming problems and takes appropriate action. Does what it takes to get something done despite resistance from others.
6. Problem Solving – Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one’s knowledge and experience base, and calling on other references and resources as necessary.
7. Reliability – Demonstrates a high level of dependability in all aspects of the job which includes a strong work ethic, excellent attendance and self-motivated to bring the very best to each situation without needing constant supervision or external support.  

Physical Demands | Work Environment | Tools

Work Location: 100% onsite 

Work Schedule: Monday – Friday, 8 hours per day (business hours between 6am and 5pm) 

Physical Conditions of Employment:

Sitting, standing and/or walking 80-90% time

1. Kneel, crouch, reach, climb, walk, constant use of hands
2. Speak, read, write in English 
3. Constant use of computer, keyboard and mouse
4. Must be able to lift a minimum of 20 lbs. on occasion

Tools Utilized:

• Personal computer and software systems such as ERP SysPro, Microsoft Office suite, etc.
• Standard office equipment: telephone, copier/scanner, and others as required.

Environmental Conditions of employment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The majority of work is in a typical office environment with exposure to a manufacturing facility where there may be exposure to loud noises, dust, heat or cold.