Position Summary:

The Customer Account Specialist I is responsible for providing customer support to assigned customers and assisting the sales team. Also responsible for answering inbound calls, responding to emails, chatting live with customers, taking orders from customers, answering inquiries and questions, handling complaints, troubleshooting, and providing general information to customers. This position is also responsible for making outbound calls to provide further assistance and support as needed by the customer.

Essential Functions:

• Confer with customers and sales force by telephone in order to provide information about products and services.
• Process and orders and cancellations.
• Track shipping orders.
• Receive damage products.
• Responsible for SAP data implementation.
• Compare disputed merchandise with original requisitions and information from invoices.
• Inform Account Manager of any changes to customer orders.
• Invoice all managed accounts same day as shipping and follow individual accounts invoicing requirements.
• Confer with upper management on account status.
• Escalate unresolved account issues to CSR II, Lead CSR or CSM.
• communicate and coordinate with internal departments.
• Follow up on customer interactions.
• Perform other duties as assigned.

Education and Experience:

• High School Diploma, general education degree or equivalent.
• 6 months or more customer service experience.
• Working knowledge of Microsoft Excel, including pivot tables, VLOOKUP, and creating formulas.
• Working knowledge of customer service and sales principles and practices.
• Proficiency in relevant computer applications.
• Ability to type 45 wpm.
• Knowledge of administrative procedures.
• SAP experience is helpful.
• Familiar with CRM systems and practices

Key Competencies:

• Interpersonal skills
• Excellent communication skills - verbal and written
• Excellent listening skills
• Excellent time management skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Data collection and ordering
• Customer service orientation
• Adaptability to change
• Good judgment
• Teamwork
• High energy and willingness to take initiative
• Stress tolerance, patience, and empathy