Account Specialist

Job Title: Account Specialist
Location: Onsite – The Woodlands, TX
Reports to: Director of Sales and Customer Service
Company: North Sky Supply

Company Overview
North Sky was founded in 2024 in The Woodlands, Texas, and is a streamlined, eCommerce-forward, innovative B2B MRO distribution platform. Our mission is to save businesses money on the products they need most, without sacrificing quality. We accomplish this through deep partnerships with manufacturers around the globe, reducing links in the supply chain, and a simple, easy-to-navigate e-commerce platform focused on small and medium-sized businesses.

As a rapidly growing startup, we offer exciting growth opportunities that allow you to make a direct and long-term impact on both our business and the broader MRO industry.

Position Summary
The Account Specialist at North Sky is a hybrid role combining Customer Service and Inside Sales functions. This individual will serve as a primary point of contact for aligned customer accounts, acting as a trusted partner in day-to-day support and long-term account growth. Account Specialists will work hand-in-hand with Field Sales Representatives—who focus on acquiring new business—while the Account Specialist focuses on nurturing and expanding existing accounts.
This is a high-impact, customer-facing role with both proactive and reactive responsibilities. We're looking for individuals who are energized by helping customers, skilled at building relationships, and motivated to contribute meaningfully to a growing business.

Key Responsibilities
Customer Service & Support

• Serve as the go-to contact for a portfolio of business customers, responding to inquiries via phone, email, and live chat.
• Resolve issues related to orders, shipments, returns, billing, and product availability with urgency and care.
• Ensure customers experience a seamless, frictionless buying process that reinforces North Sky’s reputation for being “easy to do business with.”
• Maintain accurate records of interactions and resolutions using CRM and order management systems.

Inside Sales & Account Management

• Build strong, lasting relationships with assigned accounts to understand their business needs and identify upsell/cross-sell opportunities.
• Actively monitor account activity and ordering patterns to uncover sales opportunities and prevent churn.
• Execute outbound touchpoints (calls, emails, follow-ups) to grow wallet share and improve retention.
• Partner closely with Field Sales Representatives to coordinate customer strategy and provide comprehensive service coverage.

Collaboration & Reporting

• Collaborate with Sales, Marketing, Product, and Operations teams to ensure customer needs are met with accuracy and speed.
• Share customer feedback and trends to help shape product offerings and improve internal processes.
• Track and report on account activity, sales performance, and service KPIs.

KPIs & Success Metrics

• Customer retention rate
• Revenue growth from existing accounts
• Response time and first-touch resolution
• Customer satisfaction and NPS
• Average order value and frequency
• Upsell and cross-sell conversion rates

What Makes You a Strong Fit

• 2–5 years of experience in customer service, account management, or inside sales—ideally in industrial supply, B2B distribution, or a high-urgency environment
• Strong relationship-building skills with a customer-first mindset
• Excellent written and verbal communication skills
• Highly organized, detail-oriented, and capable of managing multiple priorities simultaneously
• Self-starter with high energy, persistence, and the ability to thrive in a fast-paced startup environment
• Proficiency with CRM and order management systems (e.g., Salesforce, Hub Spot, Net Suite, etc.)
• Passion for delivering outstanding service and helping customers succeed

What We Offer

• Competitive base salary
• Variable commission-based incentive program tied to account growth and retention
• Health, dental, and vision benefits
• Generous PTO policy and paid holidays
• Entrepreneurial, high-performance work culture
• 401(k) with company matching
• Ongoing development and career growth opportunities
• Supportive, collaborative team environment where your ideas matter.
• A chance to make a major…