Customer Account Specialist

Job Title

JOB DESCRIPTION

Essential Job Functions:

Align with our company culture, mission, values, philosophy, and policies and procedures by exemplifying our C.L.E.A.R Principles.

• Curiosity- look for a better way as a solutions-oriented problem solver.
• Leadership- take ownership and be the catalyst of change.
• Enthusiasm- be motivated and passionate about your work.
• Accountability- deliver on commitments and act with integrity.
• Respect- be present, listen and engage with inclusive open, honest, and direct communication.

Duties and Responsibilities:

Respond to customer inquiries by phone, email, or other communication to provide non-technical problem resolution.

Resolves complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer.

Analyzes a customer need and refers to other service or technical department for follow up or additional information as needed.

Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.

May be assigned to coordinate and resolve critical problems for customers.

Uses a customer relationship application or database to record activities and research product issues/common problems that occur to design consistent solutions.

Oversee Return Merchandise Authorization (RMA) process.

Manage order board and work with planning to drive timely delivery of product to customer.

Uses knowledge expertise of specific product(s) and service(s) to resolve problems, make process improvements, enhance resources, and increase effectiveness of the overall customer experience.

Manage customer portals to obtain PO's, RMA information, order changes, debits, etc.

Analyze and process debits and credit requests.

Coordinate planning efforts to resolve customer issues and order problems to develop solutions.

Process orders through email, EDI, Demand Scheduling, web, fax, and phone. Handle any rejections by contacting customer directly and then processing through JDE.

Analyze order maintenance opportunities based upon line fill and Customer needs, then take appropriate action for best results.

Position requires compliance with the Technology Control Plan and the Federal Export and Control Policy established for the Corporation.

REQUIREMENTS :

Requires high school diploma or equivalent.

Preferred 2-year college degree or higher.

Previous customer service experience preferred.

Excellent communicator and interpersonal skills are a must, must be self-motivated, good decision-making skills and the ability to adapt/change quickly. Working knowledge of Microsoft Office products.

ADDITIONAL INFORMATION:

Truck-Lite Co., LLC is an Equal Opportunity Employer M/F/Vets/Disabled, committed to a culturally diverse workforce.

Due to International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR) requirements, all candidates must be presently classified as a "US Person" which includes United States citizen; a permanent legal resident (green card holder); or a protected individual (refugee/asylum status).