Customer Account Specialist

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Regular Full-Time Customer Service Chicago, IL, US

7 days ago Requisition

Salary Range: $28.00 To $33.00 Hourly

Performs duties to grow and sustain customer relationships by processing customer orders, handling inquiries, and order related issues while providing superior customer service ensuring customer satisfaction.

• Develop mutually rewarding working relationships with customers through superior customer service
• Receive and process orders with an exceptional accuracy level of 95% or better into order system
• Send customer confirmation of order receipt within 3 hours of order entry
• Update/add customer account information as needed (i.e. contact information, product usage, shipping information, etc.)
• Serve as the customers advocate by solving problems on the customer’s behalf by engaging right departments and people (including but not limited to product specs, logistical issues, or other related issues)
• Review, edit and report on the company’s on time in full (OTIF) performance
• Coordinate with logistics to record and maintain freight rates systematically and in compliance with customer contracts
• Review outbound reports to ensure customer orders are shipped in accordance with schedule and communicate with customer or logistics to resolve any missed or late shipments
• Process, monitor and review various customer reports or account information and communicate to the customer or sales team
• Cross check other customer account specialists order entries for accuracy daily
• Support other customer accounts as needed
• Provide necessary follow-up and initiate correspondence to customers
• Achieve KPI’s set forth by the company and/or department
• Proactive outbound communication with existing customers, including outreach related to new POs, order detail confirmations, order changes, product launches, and cross‑selling opportunities.
• Perform other duties as assigned
• Not Applicable

• High school diploma or GED required
• 3 – 5 years of previous customer service or administrative experience
• Effective communication skills, written and verbal
• Strong organizational, detail oriented and time management skills
• Proficient with computers, specifically various Microsoft programs including email, Excel, or Word
• Strong problem‑solving skills

• Frequently operates a computer, phone, ERP systems, and other standard office equipment while performing forecasting, reporting, order management, analytical activities, and reviewing spreadsheets, dashboards, reports, and ERP system information.
• Must be able to remain stationary for extended periods while working at a computer workstation and performing frequent hand, finger, and wrist movements for typing, data entry, and system navigation.
• Frequently communicates with internal departments, customers, suppliers, and other business partners in person, by phone, video conference, and electronic communication methods.
• Occasionally moves throughout office, warehouse, and manufacturing environments to support operational, inventory, scheduling, and customer service activities and may be exposed to varying temperatures within warehouse and manufacturing environments.
• May occasionally lift or move standard office materials up to 15 pounds.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

• Collaboration:
  
  fosters a climate of trust and respect with others to achieve team objectives; treats partners fairly, ethically and as valued contributors
• Customer Focus: pursuit of the highest level of customer service; anticipate the customer’s future needs and trends; identify opportunities to benefit customers; strive to resolve customer concerns; and offer advice and guidance in responding to customer inquiries.
• Drive for Results: dedicated to achieving the best results by taking a dynamic approach to work, perseveres and uses metrics to analyze performance.
• Forward…