Customer Account Specialist

The Customer Account Specialist is responsible for providing exceptional customer support to assigned accounts while assisting the sales team with order management, account coordination, and issue resolution. This role serves as a key point of contact for customers and internal teams, ensuring orders are processed accurately, shipments are tracked, and customer concerns are addressed in a timely and professional manner.

This position requires strong attention to detail, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment while maintaining a high level of customer service.

As the Customer Account Specialist, you will:

• Communicate with customers and the sales team via phone and email to provide information about products, services, and order status.
• Serve as a primary point of contact for assigned sales representatives and customer accounts.
• Process customer orders, changes, and cancellations in a timely and accurate manner.
• Track and monitor shipping orders to ensure on-time delivery.
• Manage and process damaged product claims and returns.
• Maintain accurate customer and order data within SAP.
• Resolve customer service or billing concerns, including product exchanges when necessary.
• Review disputed merchandise by comparing requisitions, invoices, and related documentation.
• Ensure invoices for managed accounts are issued the same day as shipment while following individual account invoicing requirements.
• Inform Account Managers of any changes to customer orders or account activity.
• Communicate account status updates to management as needed.
• Escalate unresolved issues to the Lead Customer Service Representative or Customer Service Manager.
• Coordinate with internal departments such as sales, operations, and logistics to support customer needs.
• Maintain detailed follow-up and documentation of customer interactions.
• Perform additional duties and special projects as assigned.

ABOUT YOU

Does this role sound like a match for you? Here's what we're looking for:

• Associate’s degree in Business or a related field, or an equivalent combination of education and relevant experience.
• 3–5 years of customer service experience, preferably in a customer account or order management role.
• Demonstrated knowledge of customer service and sales support principles.
• Working knowledge of SAP or similar ERP systems.
• Ability to type at least 45 words per minute.
• Experience with administrative procedures and order processing.
• Advanced working knowledge of Microsoft Excel, including pivot tables, VLOOKUP, and formulas.

WHAT WE OFFER PERSONALLY & PROFESSIONALLY

At Positec, we're committed to our employees' well-being and professional growth. We offer a range of benefits, ensuring you're supported in your career and personal life:

Healthcare Benefits: You can count on our standard healthcare benefits, including medical, dental, and vision coverage, to keep you and your loved ones healthy.

Work/Life Balance: We get it— finding work-life balance is key. You'll have the option to work from home one day a week, which can help you better balance your professional and personal life.

Education Assistance: Positec is passionate about helping employees reach their full potential. We offer assistance with degree and certification programs to empower your career growth and development.

Professional Development: We promote ongoing learning and growth. Our support includes covering the costs of conferences and webinars that match professional interests.

Disability Coverage: Your well-being is our priority. We provide disability coverage to give you peace of mind during unexpected challenges.