Customer Support Specialist

The Customer Support Account Specialist will primarily interface between the company and multi-million dollar customers. This role requires a hands on leader with analytical and administrative skills that can work with the various programs, internal sales team and processes to support these accounts. Expedite and coordinate flow of work within or between internal departments Confer with management regarding complex orders, return goods for credit and identify quality and/or logistic issues. Additionally, you will be responsible for preparing recurring reports for open orders, shipments, returns, credits and overall account satisfaction.
RESPONSIBILITIES

Develop and maintain dedicated relationships with multi-million dollar accounts and sales team
Handle escalated customer situations and account issues
Provide sales and support for multi-million dollar accounts and sales team during the pre and post sales process
Resolve sales and support-related issues regarding orders, returns, shipping and logistic issues in a timely manner
Assist with sales procedures and sales-related problems regarding expediting/tracking orders, investigate shipping/logistical issues and manage multi-million dollar accounts
Research, monitor and track data in SAP/CRM databases and provide reports to customers and sales team
Work with multi-million dollar accounts to find creative solutions to ensure a smooth sales and support process
Expediting requests, rush orders and altering sales orders and shipping information as required
Participate in trade shows and other industry events
Other duties or responsibilities as required

REQUIREMENTS
EDUCATION

High School/GED required, College preferred

EXPERIENCE

Minimum of 3 years of relevant experience
Individual contributor with little supervision
SAP/Oracle preferred
Intermediate Excel and Microsoft suite
Teams, Skype or Zoom
General knowledge of industry practices, techniques, and standards
Experience in customer service and sales support
Ability to understand and communicate technical issues
Trade shows/industry events
Develop solutions to a variety of problems of moderate scope and complexity
Verbal and written communications with customers, sales team and internal departments (order fulfillment, client relations, production, shipping, service, finance, technical support)
Team player who thrives in collaborative environments
Ability to work under pressure
Creative thinking with the ability to multi-task
Manage high volume emails and phone calls
Show initiative on assignments, exercise independent judgment and professionally execute projects with little direction to achieve customer satisfaction

Per applicable state requirements, the annual pay range for this position ($50,000 - $65,000) which consists of base salary (subject to performance), reflects the hiring range for candidates. Also note, an individual’s offer may vary from this range as it may be impacted by additional factors, including but not limited to the candidate's hiring location, qualifications, experience, and market factors.