Customer Accounts Specialist

This position will lead the administration of specific aspects of order processing and maintenance for new direct customers as well as specific customer accounts.

• Provide answers to questions through inbound calls, e-mails, and chats from customers and sales team
• Document customer inquiries in CRM system to provide customer and sales team detailed summary of required actions needed to meet customer needs
• Collaborate and communicate with other Phoenix Contact stakeholders to provide unified service experience
• Meet job specific service and training goals, while following work processes as defined by management
• Make-time for and utilize training resources to continually improve job skills and knowledge.
• Continue to build a working knowledge of any customer demographics and industry standards and how they apply to specific inquiries
• Understand why the customer is asking their questions and learn how to proactively address their next set of needs before they ask
• Build a working knowledge of applicable policies and procedures, and their intent
• Learn key stakeholders in other departments
• Participate in Onboarding plan with key stakeholders
• Facilitate Onboarding discussions and meetings with customers
• Effectively communicate with customers to understand their needs and provide appropriate solutions
• Demonstrate caring, individualized attention to Customers and their needs
• Perform services both dependably and accurately
• Demonstrate a willingness to help Customers and provide prompt service
• Ensure special Customer-specific requirements for order processing, maintenance, and shipping are coordinated and performed
• Complete Customer-initiated reporting requests
• Process Customer purchase orders using both EDI, DCS and manual entry
• Analyze data to perform advanced order maintenance and notify Customers of order changes
• Initiate and maintain stocking agreements
• Process requests for schedule changes, order changes, and cancellations
• Process pricing and order expedite requests
• Process requests for order and inventory status
• Maintain Customer item cross-reference tables in the ERP system
• Participate in business reviews and other Customer-initiated meetings when required
• Escalates issues when necessary
• Special projects as assigned by the Customer Accounts Supervisor

• Associates degree in Business, logistics, or related field and two years of experience in a customer facing role. 5 years of experience may be considered in lieu of degree
• Excellent business math skills required
• Willingness and ability to adapt to changing departmental needs including but not limited to, schedule changes
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions
• Ability to analyze and anticipate situations, define problems and objectives, recognize alternatives, formulate solutions and implementation strategies
• Ability to exercise flexibility, initiative, sound judgment and discretion.
• Ability to meet deadlines and adjust to changing priorities to meet business goals
• Effective interpersonal skills with comfort in delivering group presentations
• Preferred 2 years of experience in a business to business sales environment
• Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 16 weeks fully paid maternity leave & 10 weeks fully paid paternity leave, life insurance, short & long-term disability, tuition assistance, and more!
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• If you need special accommodations to access job openings or to apply for a job, please call  between the hours of 8 AM and 5 PM, Eastern Standard Time, Monday – Friday or email  .