Account Specialist

Description

The Account Specialist serves as a key liaison between customers and internal business functions, delivering exceptional customer service while supporting domestic and international order fulfillment activities. This role is responsible for managing customer accounts, processing orders, ensuring product availability, coordinating transportation and delivery, and maintaining accurate invoicing.

The Account Specialist partners closely with Sales, Planning, Supply Chain, Finance, and Operations to resolve customer and business challenges while ensuring a seamless Order-to-Cash (OTC) process. Success in this position requires strong organizational skills, attention to detail, and a thorough understanding of customer requirements, manufacturing processes, logistics, and business systems. The ideal candidate is highly adaptable and willing to support multiple business areas, becoming a trusted resource during operational challenges.

Key Responsibilities

• Deliver exceptional customer service by responding to customer inquiries and requests in a professional, timely, and solution-oriented manner.
• Build and maintain strong customer relationships that drive long-term value and customer satisfaction.
• Process customer orders and coordinate fulfillment activities to ensure accurate and timely delivery.
• Collaborate with Planning, Sales, Supply Chain, Operations, and Finance teams to optimize service levels and achieve site Key Performance Indicators      (KPIs).
• Continuously      improve knowledge of business processes, work instructions, quality documentation, and governance requirements.
• Identify process gaps and contribute to corrective actions and continuous improvement initiatives.
• Serve as a reliable backup resource across business segments and become a key point of contact during operational issues.
• Develop and maintain effective working relationships with internal and external stakeholders, including customers, planners, sales teams, and finance personnel.
• Ensure  compliance with company policies, procedures, quality standards, and ethical business practices.
• Maintain accurate customer master data within the ERP system, partnering with the Master Data team to support correct order processing, delivery, invoicing, and communication.
• Support issue resolution related to order fulfillment, transportation, invoicing, and customer concerns.

Requirements

Required

• Associate degree, bachelor's degree, or equivalent combination of education and relevant experience preferred.
• Minimum of 1-2 years of experience in Customer Service, Supply Chain, Order Management, or a related field
• Proficiency in Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Strong organizational, problem-solving, and time-management skills.
• Excellent verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced environment.

Preferred

• Experience working within SAP or other ERP systems.
• Knowledge of domestic and international order fulfillment processes.
• Understanding of supply chain, logistics, transportation, and customer service operations.

Competencies

Collaboration

• Makes positive contributions to the team and supports a collaborative work environment.
• Seeks input from others and values diverse perspectives.
• Recognizes and appreciates the efforts and contributions of colleagues.
• Willingly assists team members and supports shared business objectives.

Customer Focus

• Effectively identifies and understands customer needs through active listening and thoughtful inquiry.
• Demonstrates a commitment to meeting and exceeding customer expectations
• Solicits customer feedback and uses it to improve service delivery.
• Maintains a responsive, professional, and solution-oriented approach to customer interactions.

Continuous Learning

• Understands performance expectations and actively pursues opportunities for professional growth.
• Demonstrates a commitment to improving individual performance and expanding knowledge.
• Applies established performance measures to daily work activities.
• Seeks coaching, mentorship, and development opportunities to enhance skills and capabilities.

Communication

• Communicates clearly, professionally, and effectively with customers and colleagues at all levels.
• Delivers accurate information in a manner that minimizes ambiguity and promotes understanding.
• Maintains strong written and verbal communication standards.