About the Role
Thomas Scientific is seeking an Account Services Specialist to serve as a key point of contact for a defined portfolio of customer accounts. This role blends strategic account management - building relationships, identifying growth opportunities, and ensuring long-term customer satisfaction - with hands-on customer service responsibilities such as order processing, issue resolution, and day-to-day support.
Key Responsibilities
Account Strategy & Relationship Management
- Develop account plans to support customer retention, satisfaction, and modest growth within the assigned book of business
- Proactively identify opportunities to expand product usage, cross-sell related items, or introduce new solutions based on customer needs
- Conduct periodic account reviews to check in on satisfaction and upcoming needs
- Partner with Sales, Product, and Operations teams to escalate opportunities or resolve account-level challenges
- Track account health metrics (order trends, satisfaction, retention risk) and flag at-risk accounts early
Customer Service & Order Support
- Process customer orders, quotes, and inquiries accurately and in a timely manner
- Respond to customer questions regarding order status, pricing, product availability, and shipping/logistics
- Investigate and resolve customer issues (order discrepancies, returns, billing questions, delivery delays)
- Collaborate with internal teams (warehouse, logistics, billing) to resolve service issues quickly
- Ensure all customer communications reflect Thomas Scientific's standards for professionalism and responsiveness
Qualifications
Required
- 2+ years of experience in account management, inside sales, or a related customer-facing role
- Strong communication skills, both written and verbal
- Comfortable balancing relationship-building work with transactional, detail-oriented tasks
- Proficiency with CRM and/or ERP systems (e.g., Salesforce, SAP, or similar)
- Strong organizational skills and ability to manage multiple accounts/priorities simultaneously
- Problem-solving mindset with a customer-first approach
Preferred
- Experience in scientific, laboratory, healthcare, or industrial distribution industries
- Familiarity with lab products, chemicals, or scientific supply chains
- Experience with account planning or growth-oriented customer management
What Success Looks Like
- Assigned accounts show strong retention and satisfaction scores
- Customer issues are resolved quickly and accurately, minimizing escalations
- Account plans translate into identifiable growth or expanded engagement over time
- Cross-functional partners view this role as a reliable liaison between the customer and internal teams
Benefits at Thomas Scientific
Thomas Scientific offers a competitive benefits package for full-time associates, including:
- Health, Dental & Vision - Coverage through Cigna, Guardian, and VSP, effective your first full month, with FSA/HSA options available.
- Financial Security - Company-paid life and AD&D insurance, voluntary short-term disability, and 401(k) with employer match.
- Time Off - Accrued PTO, 11 paid holidays (including your birthday), paid parental leave, and additional paid leave for life events.
- Professional Development - Up to $3,000 annually in tuition assistance.
- Additional Perks - Employee Assistance Program, wellness programming, legal and identity protection services, and a $1,000 employee referral bonus.
Full benefits details are provided during the hiring process.
Equal Employment Opportunity Statement
Thomas Scientific, LLC is an equal opportunity employer. We do not discriminate against any employee or applicant on the basis of race, color, religion, sex, age, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment.