Specialist, Customer Accounts

The Specialist, Customer Accounts processes and coordinates the day-to-day order-related functions for customers. This role coordinates supply chain functions as it relates to the customer’s needs in order processing, customer inquiries, shipping, and returns. This position can also work with the Vendor Compliance team regarding processes that directly affect customer requirements and performance metrics.

Process Customer Orders

• • Answer inbound calls from customers related to orders (approximately 25-35/day)
  • Respond to and compose emails from customers related to orders
  • Manually enter orders into the system
  • Release orders for delivery
  • Provide EDI maintenance (including sku management)
  • Resolve price holds
  • Add/Cancel/Update items on orders
  • Review/process order discrepancies (including credits and returns)
  • Adhere to internal controls and requirements
  • Process orders in a timely fashion without error

Communicate with Customers (internal and external)

• • Accept orders from customers via phone or email
  • Communicate changes/updates to orders
  • Provide updates to customers on shipping status, open orders, and product arrival
  • Create spreadsheets with order information, shipping performance, fill rate
  • Provide help with special requests as needed
  • Partner with business units to understand the needs of the customer

Customer Compliance Requirements

• • Maintain knowledge of customer compliance requirements
  • Understand shipping, labeling, and document requirements
  • Disseminate critical compliance components to National Operations, Technical Solutions, Sales, Transportation and IT

Education 

• • High School Diploma or G.E.D.
  • Associate's Degree in Business Administration or a related field (or equivalent experience) Preferred

Experience

• • 3+ experience of robust customer service skills, customer facing. 
  • Experience with high-volume data entry

Languages

• • Spanish Preferred

Software / Technical Skills

• • Intermediate proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)
  • Proficient typing and data entry
  • Ability to navigate websites, search engines, and online resources
  • SAP or related order entry modules Preferred

Other Skills, Knowledge & Abilities

• • Excellent customer service skills
  • Ability to multitask and work in a fast-paced environment
  • Strong verbal and written communication skills
  • Strong attention to detail and follow-up
  • Highly motivated self-starter with strong critical thinking skills

Hybrid Schedule: This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager. #LI-Hybrid

Base Salary

• • The targeted base rate range for this position is $ 25.00 - $ 30.00  hourly.
  • Base rate is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data. 
  • The base accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.