Specialty Account Operations Specialist

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.

Position Attributes

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

Principal Duties & Responsibilities

International Order Management

• 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.

Dropship & API Account Support

• 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.

Consolidation Order Management

• 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.

Customer & Internal Support

• 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.

Expectations

Success in this role will be measured by order accuracy, responsiveness to customers, timely resolution of order issues, accurate account setup and maintenance, effective management of consolidation orders, and the overall reliability of the customer experience for assigned specialty accounts.