Account Specialist

Position Location: Within 1hr of any of the manufacturing plants below.

Atlanta, GA - Buckeye, AZ - Dallas, TX - De Soto, KS - Erie, PA - Kenosha, WI - Orlando, FL

Purpose of Role

The Account Specialist is expected to build and maintain strong customer relationships by serving as the primary point of contact for account management and support. This includes delivering timely and accurate information on products and services, ensuring order accuracy, monitoring production and shipment updates, and proactively resolving issues. The role requires close collaboration with Sales and cross-functional teams to meet customer expectations, support complex accounts, and uphold a high standard of service. Account Specialists are also expected to contribute to customer retention and business growth through proactive communication, attention to detail, and a customer-first mindset.

Areas of Accountabilities

Customer Account Management

• Establish and maintain customer accounts, ensuring all records and files are up to date.
• Process customer orders directly or through Sales Representatives, ensuring order accuracy.
• Communicate with customers via phone, email or Salesforce on order status, changes, confirmations, and inquiries as needed.
• Expedite, track, and review customer scheduling requirements to meet demand.
• Address and resolve customer complaints and service requests in coordination with internal teams.

Collaboration & Coordination

• Partner with Sales, Scheduling, and Plant Managers, as needed, to ensure customer needs are met, including visits to the plant and additional support as necessary.
• Work closely with internal departments, as needed, including through ad hoc meetings, to drive revenue, customer retention, and high customer satisfaction.
• Support Sales in prioritizing customer orders and managing expectations.
• Provide customer product and service reports as needed.

Operational Execution & Problem-Solving

• Monitor and manage aging inventory, coordinating with Sales and customers for resolution.
• Provide monthly strategic forecasting data, pulled from either JDE or Power BI, to enhance capacity utilization and efficiency.
• Track and communicate order progress, ensuring transparency with customers.
• Process customer Requests for Quotes (RFQs) for units and parts within company guidelines.
• Analyze incoming orders for accuracy and compliance with company policies.
• Review and submit warranty claims as needed.

Process Improvement & Adaptability

• Identify and implement process improvements to enhance customer experience.
• Proactively communicate potential service issues and opportunities to Sales and Customer Service Manager.
• Assist plant managers with customer product challenges and warehouse efficiencies.

Knowledge, Skills, and Experience

• Bachelor’s degree (B.A.) from an accredited four-year college or university.
• Minimum of 5 years of experience in customer service or a related field.
• Proficiency in Microsoft Excel, Word and PowerPoint
• Excellent interpersonal, written, and verbal communication skills.
• Proven ability to perform under pressure, prioritize effectively, and apply critical thinking.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• General understanding of manufacturing processes and production capabilities.
• Willingness and ability to travel 10–20% of the time by air.
• Must be physically capable of lifting and handling products, including crates, trays, and pallets.
• Experience with Salesforce, EDI preferred.
• Experience in Account Management, Sales Support, or Logistics preferred.
• Familiarity with JD Edwards (JDE) ERP system preferred.