Account Specialist

Position Summary:    

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

In the Account Specialist position, you’ll play a vital role in delivering exceptional customer experiences while enabling scalable, efficient growth. As a key point of contact for inbound customer needs across multiple channels, you'll handle order execution, proactively resolve issues, and provide support with speed, accuracy, and accountability. You'll also help free up the Sales team by reducing reactive work, enabling Account Managers to focus on high-value consultative selling.

Skills Needed:

• Provides Customer Value - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships.

• Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.

• Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.

• Delivers Results - Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action.

What You’ll Do and Impact:

• Own the processing of customer orders, including standard and web orders that require exception handling, ensuring timely resolution and a seamless experience.

• Serve as a key support contact for customers via Zendesk Chat, phone, and email—delivering responsive, accurate, and professional service, with a focus on resolving issues at the first point of contact.

• Proactively reduce reactive work for the Sales team by independently managing inbound customer needs such as answering calls, processing simple quotes and orders, and addressing basic product, pricing, and order inquiries—freeing Account Managers to focus on strategic selling.

• Handle both pre-sale and post-sale inquiries, including order status, fulfillment timelines, backorders, and issue resolution—setting clear expectations and communicating effectively.

• Use sound judgment and problem-solving skills to identify and resolve issues quickly, escalating only when necessary.

• Leverage systems and tools to process orders, manage exceptions, and document interactions—continually improving speed, accuracy, and quality of service.

• Collaborate with Sales, Operations, Supply Chain, and other internal teams to remove friction and improve workflows.

• Take ownership of outcomes by consistently meeting service levels, accuracy standards, and productivity goals while adapting to shifting priorities.

• Build your knowledge of products, processes, and systems to increase the value you bring to both customers and internal teams.

• Take on additional responsibilities and projects as needed to support team and business goals.

Experience:

• Bachelor’s degree

Additional Items of Interest:

• 2 years of customer service or sales experience

Job to be performed in the location listed. Generous benefit package available.

Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse workforces.

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