Customer Account Specialist

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As the Customer Account Specialist, you will be responsible for managing the order to invoice process for customers including timely delivery, meeting customer requirements, and invoice accuracy. You will work closely with the sales and supply chain departments to fully satisfy customer expectations. In this role you are responsible for providing high quality customer service while always representing the company in a positive and professional manner.

I’m interested! What will I get to do in this position?

• Handle ICL Industrial Products customer orders, requests, and inquiries
• Operate in customer service software and embrace technology while speaking with the customer to execute their requests
• Utilize solid problem solving and interpersonal skills
• Handle all calls in a prompt and courteous manner
• Resolve all non-technical inquiries including tracing shipments, providing prices, and product availability dates
• Enter orders received via Electric Data Interchange (EDI), email and phone into our enterprise resource planning software (ERP) SAP
• Resolve service issues by gathering and analyzing facts and coordinating ICL efforts to meet customer’s needs
• Facilitate Customer Feedback Reports
• Transmit Material Safety Data Sheets, Tech Sheets, Certifications of Analysis and any other required documentation to customers
• Provide sales support to assigned Sales Account Managers, including issue resolution, pricing maintenance, consignment, and other customer needs
• Coordinate with shipping locations, production planners, transportation, and credit to ensure seamless order transactions
• Support order management through customer’s portals
• Resolve payment discrepancies and support invoice collections
• Team project work for process improvement

• High School diploma or equivalent
• 3+ years of order management experience in a manufacturing environment or a bachelor’s degree in a related field in lieu of experience
• Time management skills with the ability to make timely efficient decisions while staying organized
• Proven oral and written communication proficiencies
• Strong analytical and problem-solving abilities
• Positive attitude with a strong attention to detail
• Able to take ownership of issue resolution and willing to go above and beyond to provide high quality service
• Strong interpersonal skills with the ability to work well both independently as well as collaborate with others
• Ability to travel occasionally if the need arises

• Experience with SAP
• Experience with Salesforce or other Customer Relationship Manager
• Microsoft Word and Excel skills

If you are hired at ICL, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. We also offer a generous benefits package (more information on benefits listed below).

Salary Range: $50,000 - $55,000 annually

Annual Bonus Target: 3%, subject to plan provisions.

ICL is committed to offering you a comprehensive set of benefits to empower you and your family physically, mentally, emotionally, and financially. The benefits we offer to our diverse and inclusive workforce include:

• Competitive base pay and performance bonus
• Medical, dental, vision, and life benefits that start quickly – the first of the month after hire. Wellness Incentive Program to lower your health insurance cost
• Inclusive benefits for growing families, covering fertility, adoption, and parental leave
• Generous Leave and FMLA policies
• Tax-advantaged health savings and spending accounts (when applicable)
• Prescription program that provides most generic maintenance medications at no cost (including Insulin products)
• 401k eligibility from day one of employment with a generous company matching contribution. 100% vested after one year of service
• Crisis assistance available to support employees during unforeseen circumstances
• Employee Assistance Program that includes comprehensive mental health support for you and your household family members
• Student Loan Assistance
• Business travel reward points are eligible for personal use
• Paid time off to support volunteering…