Account Specialist

Account Management

We are seeking a dedicated and professional Customer Account Specialist to build and maintain exceptional customer relationships. You will serve as the primary contact for a designated group of customers, ensuring their satisfaction and fostering long-term partnerships.

Responsibilities

• Serve as the primary day-to-day contact for an assigned group of customers.
• Develop strong working relationships and become a trusted resource for customer needs.
• Communicate proactively regarding order status, inventory levels, delivery schedules, and product updates.
• Provide timely responses to customer inquiries while maintaining a high level of professionalism.
• Act as an advocate for customers by coordinating internally to resolve challenges and meet expectations.
• Build customer loyalty through consistent communication, reliability, and exceptional service.
• Manage customer expectations while developing long-term partnerships.
• Receive, review, and accurately enter customer orders into the ERP system.
• Verify order details including quantities, specifications, delivery requirements, pricing, and product information.
• Maintain exceptional attention to detail when working with product SKUs and customer-specific requirements.
• Monitor orders throughout the manufacturing process from entry to delivery.
• Coordinate modifications involving product specifications, artwork changes, packaging updates, inventory adjustments, and scheduling requirements.
• Communicate order updates and potential issues to customers and internal stakeholders.
• Troubleshoot order discrepancies and collaborate with internal teams to identify solutions.
• Manage customer inventory programs and stocking agreements.
• Track inventory consumption and ordering patterns.
• Coordinate product releases and shipment schedules.
• Monitor inventory levels to help prevent shortages, excess inventory, or delivery disruptions.
• Support consignment, min/max, and customer stocking programs.
• Coordinate warehouse inventory movements and outside storage requests.
• Assist with expediting urgent customer orders when necessary.
• Work closely with production, planning, logistics, and shipping teams to ensure fulfillment requirements are met.
• Respond to customer contacts quickly and professionally.
• Maintain a strong sense of urgency regarding customer concerns.
• Collaborate across departments to resolve issues involving order status, shipping delays, inventory concerns, product specifications, artwork and graphics modifications, quality concerns, and delivery requirements.
• Take ownership of customer issues through resolution.
• Ensure customer inquiries are acknowledged promptly and appropriately followed through until resolved.
• Maintain accurate customer account information and documentation.
• Ensure customer profiles, item lists, and ordering records remain up to date.
• Manage customer-specific requirements and service expectations.
• Generate and distribute requested reports and documentation.
• Maintain compliance with internal processes and customer service standards.
• Support continuous improvement initiatives aimed at improving customer satisfaction and operational efficiency.

Essential Skills

• Professional verbal and written communication skills.
• Ability to develop and maintain business relationships.
• Strong attention to detail.
• Excellent organizational and time management skills.
• Ability to prioritize multiple requests and competing demands.
• Strong problem-solving ability.
• Customer-focused mindset.
• Demonstrated sense of urgency and accountability.
• Ability to work effectively in a team environment.
• Proficiency in Microsoft Office, including Excel, Outlook, and Word.

Additional Skills & Qualifications

• Bachelor's degree preferred.
• Experience in account management, order management, manufacturing,…