Senior Customer Service Representative/Senior Account Specialist

Job Description

Job Description

This position acts as the liaison between the customer and the organization on complex sales and customer issues. This position is responsible for delivering a high level customer experience throughout the entire sales order process, providing accurate information in a timely manner through teamwork and communication.

The Senior Account Specialist has mastery on order entry basics and general knowledge of all product lines. The Senior Account Specialist displays the key cultural values in their daily work and professional interactions with internal and external stakeholders.

Essential Functions :

• Manages order entry, inventory management and warehouse shipping communications for assigned accounts. This role is designed to handle specialized and complex transactions including but not limited to : International Accounts, Sample orders for existing and one-time customers, Consignment billings and replenishments.
• Manages assigned account orders from receipt of PO through product delivery. Proficient in use of tools and reports to help facilitate delivery.

Understands specific documentation requirements for assigned accounts. Maintains accurate notes in order / customer file for business continuity.

• Handles high volume of complex orders with minimal errors and within established time deadlines.
• Follows SOPs for standard Order acceptance. Qualifies each order for pricing, ship to, bill to and product specification with accuracy.
• Informs customers and sales representatives of any delays or inventory issues with current orders.
• Coordinates between Sales and Supply Chain to balance customer order requests when supply is limited. Proficient in reserving material based on customer specifications and understands Net Requirements functionality of the AX ERP system.
• Coordinates with business managers, warehouses, production planning, quality control and technical service for achieving customer satisfaction and answering inquiries in a timely manner.
• Administers Trade Agreement pricing changes in ERP.
• Provides account management backup support for accounts or product lines during team members scheduled / unscheduled absences.
• Trains / coaches new team members during onboarding.
• Processes product returns and RMA authorizations within company guidelines as backup to Manager
• Manages new Customer Setup in ERP and ensures synchronization with CRM system as back up to Manager
• Provides high level support for projects related to ERP conversion or upgrades to system functionality.
• Effectively manages high volume of emails received in both the customer orders inbox and individual inbox.
• Other duties as assigned by management

Job Requirements :

• Bachelor’s degree or equivalent experience is required.
• 3-5 years’ experience in a customer focused role, preferably in a chemical or manufacturing environment.
• Dynamics AX or Dynamics D365 ERP experience is highly desirable.
• EDI Experience a plus.
• Experience with exports and related documentation, INCO terms, etc. preferred
• Demonstrated ability to work under pressure, meet deadlines, and multitask.
• Demonstrated aptitude in learning quickly, problem solving, communication, and teamwork.
• Professional written and verbal communication skills.
• Demonstrated experience with adapting process improvement.
18 days ago