Customer Account Specialist

POSITION SUMMARY 

The Customer Account Specialist role is an integral part of our Sales & Marketing team, dedicated to providing exceptional support to external customers, Division Managers, Sales Operations Manager, Director of Sales and Marketing, and fellow Customer Account Specialists. This position plays a pivotal role in maintaining strong customer relationships and facilitating effective communication across departments.

ESSENTIAL FUNCTIONS (Primary accountability for specific functions and results)

1. Embodiment of Corporate Culture: Demonstrate Polo’s corporate culture as a positive role model in all interactions and communications.
2. Effective Communication Hub: Serve as a liaison between customers, sales, sales representatives, procurement, manufacturing plants, and management, ensuring timely and professional communication.
3. Order Management: Handle customer order verification, entry, confirmation, tracking, changes, and expediting to ensure seamless customer experience.
4. Profitability Management: Employ strategies to ensure the profitability of the existing customer base, including inventory analysis, raw material cost management, and facilitating Engineering Change Notices.
5. Customer Relationship Management: Cultivate positive customer relationships, manage product updates and changes, and collaborate with Project Engineers and Division Managers.
6. Cross-Training and Collaboration: Foster a comprehensive understanding of Polo’s business by cross-training with other divisions and departments.
7. Data Analysis and Reporting: Generate and analyze reports, such as the Customer Aging Order Report, to drive informed decision-making and proactive solutions.
8. Document Management: Maintain electronic and paper documents and files related to both company and customer information.
9. Customer Support: Process customer requests, including complaints, returns, quotations, and samples, while delivering exceptional customer service.
10. Site Visits: Occasional travel to manufacturing facilities and customer sites to enhance engagement and relationships.

ADDITIONAL RESPONSIBILITIES (Not essential & could be performed by others, if necessary)

1. Strategic Focus: Assist managers with key customers, explore improvements in current processes, and manage routine accounts.
2. Managerial Assistance: Support managers in travel bookings and itineraries.
3. Flexibility and Adaptability: Be prepared to undertake other duties as assigned.
4. Supply Chain: Partners with managers and other internal stakeholders to assist with finding solutions to raw material constraints.

DIMENSIONS OF AUTHORITY

Positions that report to this position:

N/A

Limits of authority to change subordinates’ salaries, job assignments, operating policies, etc.:

N/A

Limits of capital expenditure authority:

N/A

Other limits to authority:

N/A

POSITION REQUIREMENTS

To perform at a proficient level and to be fully qualified, a person would be expected to have:

Education:

(minimum required)

Associate’s degree/2 years of college required. Bachelor’s degree preferred.

Experience:

(minimum required)

1-2 years in a customer service role (business-to-business sales or manufacturing environment preferred).

Licenses/Certifications:

(minimum required)

Enter licenses/certifications.

Knowledge/Skills/Abilities (minimum required):

1. Communicates well and enjoys working with internal/external customers.
2. Able to use Microsoft Word/Windows/Excel/Outlook/PowerPoint, and Internet navigation.
3. Resourceful, detail oriented, highly organized, works well under pressure, and able to prioritize.
4. Willing to work overtime as needed and possess ability to follow projects through to completion.
5. Highly personable.
6. Excellent phone skills.
7. Dependable.
8. Team player.
9. Able to use general office equipment.
10. Good math skills.
11. Able to type 40 wpm.
12. Familiar with data entry.

Physical Requirements:

1. Able to sit for extended periods of time while conducting work on computer workstations including mouse, keyboard and monitor.
2. Able to communicate via phone, e-mail, or in person with internal and external customers.
3. Able to constantly move about the facility.
4. Able to operate standard office equipment.

Work Environment:

1. Typical office environment.