Customer Relationship Account Specialist

Professionally communicate with internal and external customers throughout the business day using a variety of methods while simultaneously using the computer to check on orders, delivery information, product availability and other information as requested by the customer.
2. Enter, post, process and manage customer orders for finished goods, replacement parts and/or direct ship claims, according to standard operating procedures. Cancel partial or complete orders as requested by customers or as needed due to discontinuation of items. Manage and maintain orders and/or claims to ensure all are addressed and handled appropriately.
3. As required, select orders to organize full-truckload and partial deliveries. Schedule product pick-ups and deliveries to ensure continuous flow of ordered and allocated product from our distribution center to the customers in the most timely and efficient manner. Contact customer to schedule deliveries and/or advise of product deliveries. Negotiate with customers, marketing specialists, vendors and/or other departments as needed to ensure all allocated product is delivered and/or picked up as scheduled.
4. Address and handle internal and external customer issues, concerns and inquiries in the most professional manner. Quickly make decisions to assist customers and solve problems based upon generally established guidelines with understanding that on rare occasions, it may be necessary to make exceptions. Follow-up as needed to ensure completion, resolution and customer satisfaction.
5. Ensure customer information such as contact information, address, phone number, delivery availabiility, etc., is accurate and current; update customers’delivery availability regularly to account for holiday, seasonal and other changes.
6. Develop and maintain a good understanding of product knowledge to ensure product is ordered correctly to complete sets as the customer requires. This information constantly evolves requiring continuous learning to be able to provide correct information to customers.
7. Collaborate with customers and marketing specialists on product returns, negotiate to try to get customer to keep, or issue return authorization as needed. For returned items, work with other customers and marketing specialists to resell product to prevent the return of product to the distribution center.
8. Effectively move from one call to the next treating each caller as if they are the most important person at that moment. Provide them with undivided attention and assistance. When difficult situations arise, leave them behind when moving on to the next customer.
9. Demonstrate the Company’s Core and Growth Values in the performance of all job functions.