Territory Account Specialist

Reporting to the Director of Sales Operations, the ideal candidate will have knowledge in the customer service field handling customer interactions, order entry, customer support both internal and external, shipping and invoicing. The Territory Account Specialist will be the central point of contact within an assigned territory and provide world class customer service externally and internally. Externally, the Territory Account Specialist will support a Regional Sales Manager, a team of technical independent manufacturer representatives and a wide distribution network in their assigned region. Internally, the position will interface with varying departments to assist with the day-to-day functions. The position is located at our headquarters facility in Menomonee Falls, WI

Essential Functions / Responsibilities:

• Guide and process customer orders and inquiries in a fast-paced environment
• Communicate with customers via phone, email and chat.
• Solve customer problems and find best possible solutions.
• Answer inbound calls with an elevated customer experience including product availability, order status, pricing, and shipping details to customers.
• Respond to shipping inquiries and answer order status questions.
• Provide proactive solution-based support and product recommendations via verbal and/or written communication directly with our customers
• Prioritize rush orders and special requests
• Collaborate and build cross functional relationships with internal and external customers, including within their work team

Knowledge, Skills & Experiences

The ideal candidate for the Territory Account Specialist will have the following educational background and experience:

• Would work out of the Menomonee Falls, WI location
• 5 years of CS experience for a manufacturer
• Bi-lingual (Spanish) preferred but not required
• Desire to provide the best possible experience for our customers
• Thrive in a fast-paced environment with coaching support
• Extensive computer, email, phone, communication
• Collaborative and relationship building
• Effective in identifying, analyzing, and solving problems
• Conflict management and resolution
• Time management skills
• Positive can-do attitude
• Self-motivated/ambitious
• Advanced Excel knowledge (V-Lookup, Pivot Tables)
• Understanding of CRM (Salesforce.com)
• Effective written and verbal communication skills.

TBD