Account Specialist III

Description

SUMMARY:

The account specialist will be responsible for proactively engaging with customers to identify potential issues and concerns. They will analyze customer needs and collaborate with internal teams to make informed business decisions that address these concerns. They will offer tailored solutions, working to maintain and strengthen customer relationships ensuring satisfaction and long‑term loyalty. This role requires problem‑solving skills, effective communication, and the ability to make strategic decisions that keep customers engaged and satisfied.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. The Company reserves the right to add to, delete, change, or modify the essential duties and responsibilities at any time. All work is to be completed with minimum supervision and in accordance with Company standards. Other duties may be assigned.

• Customer & Supplier Engagement:
  Network with key clients and suppliers to identify and address specific needs.
• Analyze the customer journey to establish best practices
• Manage relationships and support the needs of customers to promote retention and loyalty
• Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
• Conduct regular check‑ins to assess service effectiveness and identify opportunities for optimization.
• Align with customers on long‑term goals, helping drive mutual success and growth.
• Process Improvement:
  Lead daily, weekly, monthly, and/or quarterly meetings with key customers and suppliers to drive efficiency.
• Run meetings with customer to develop solutions for current issues.
• Lead cross function teams to implement solutions for current customer issues.
• Escalation Management:
  Serve as the escalation point for key Direct and Buyback Accounts, both internally and externally.
• Identify underlying issues causing escalations and implement corrective actions to prevent recurrence.
• Develop and refine escalation workflows to enhance efficiency and customer satisfaction.
• Provide direction to CSRs handling challenging cases, ensuring consistency in issue resolution.
• Escalate critical concerns to leadership when necessary, providing data‑driven insights and recommendations.
• Customer Relationship Management:
  Develop and maintain strong customer relationships to ensure long‑term success.
• Drive proactive customer engagement based on business impact, order history, and service needs.
• Decide the frequency and method of outreach (e.g., regular check‑ins, surveys, or meetings) to strengthen relationships.
• Develop and implement customized support strategies for high‑value or at‑risk customers to improve satisfaction and retention.

• Internal Coordination:
  Act as a liaison between customers and internal teams to ensure client requirements are met.
• Establish clear timelines and responses to keep both customers and internal teams informed.
• Identify workflow inefficiencies and implement process changes to better support customer needs.
• Lead cross‑functional meetings when necessary to address complex customer requirements.

• Customer Support:
  Handle all calls and cases for assigned key customers.
• Decide the most effective way to resolve a customer’s issue while balancing policy and customer satisfaction.
• Evaluate when to offer credits, refunds, or alternative solutions to resolve complaints.
• Brand & Service Consistency:
  Ensure brand consistency and maintain high customer satisfaction ratings in line with company standards.
• Determine how to handle public or high‑profile service failures to maintain trust.
• Determine how to address and resolve customer complaints to protect brand reputation.
• Decide when to follow up with customers to prevent future issues and maintain strong relationships.
• Decide which cases require immediate attention based on urgency, impact, and customer status.
• Sales Growth & Strategy:
  Stay updated on industry trends and suggest strategies to drive sales.
• Identify opportunities to refine or expand offerings based on customer feedback and market trends.
• Determine when and how to introduce additional products or services to existing customers.
• Ensure sales…