Summary
The Account Specialist will play a critical role in providing excellent customer service and support. This position will be responsible for possessing strong communication skills to effectively interact with customers, team, and other stakeholders. In addition, this position will complete a wide variety of tasks and reports as requested by the Business Division Head, leveraging both internal and external information. Account Specialist professionals must be able to listen actively, respond appropriately, and address customer inquiries, complaints, and concerns in a timely and efficient manner. Problem-solving skills are essential to analyze situations and find effective solutions.
The successful candidate will have strong adaptability and problem-solving abilities as well as excellent teamwork skills.
Responsibility
- Act as a liaison between customers and depot, engineer, receiving, QC and shipping to resolve status escalation and expedited repairing.
- Direct and guide the daily operations of the team to ensure accurate and efficient repair memo entry, reducing Open RMAs, and fostering strong relationships with coordinators for collaborative problem-solving and timely solutions.
- Be the primary point of contact between the company and customers. Responsible for answering customer inquiries, resolving issues, and providing high-quality customer service.
- Process all work in accordance with relevant working practices and standard operating procedures.
- Handing inbound, and outbound RMA shipments and defective parts. Verifying the accuracy and completeness of the received and shipped items.
- Collaborating with the team and analyzing production output, lead times, and resource availability to determine the feasibility of production plans.
- Report production status and any production issues to internal and external teams.
Required Skills/Abilities
- Ability to interpret data, create effective reports, and provide business recommendations based on analysis.
- Effective communication skills to involve interacting with customers and team members. Be able to clearly convey information, listen actively, and respond appropriately.
- Being able to think critically, analyze situations, and come up with creative and effective solutions.
- Excellent organizational skills and attention to detail to ensure seamless workflow
- Excellent time management skills with a proven ability to meet deadlines.
- Ability to function well in a fast-paced and at times stressful environment and be a fast-learner.
- Ability to work independently and as part of a team
- Extremely proficient with Microsoft Office Suite or similar software with the ability to learn new or updated software.
Education and/or Experience
- Bachelor’s degree or better; Business, supply chain, or related field is preferred.
- 2+ years of working experience in account management is preferred
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
SMS InfoComm Corporation is an equal-opportunity employer. Diversity and acceptance are the foundation of our culture.
Skills Required
- Strong communication skills for interacting with customers and team members
- Critical thinking, analysis, and effective problem-solving abilities
- Strong organizational skills and attention to detail
- Effective time management and ability to meet deadlines
- Ability to work in a fast-paced, stressful environment and learn quickly
- Ability to work independently and as part of a team
- Proficiency with Microsoft Office Suite or similar software
- Ability to interpret data, create reports, and provide business recommendations
- Bachelor's degree or better
- Business, supply chain, or related field
- At least 2 years of account management experience
What We Do
SMS InfoComm Corporation is a global technology company that provides comprehensive product and life cycle solutions. Their services include logistics, parts distribution, repair, refurbishment, and asset recovery for electronics and ICT products. They partner with leading companies to deliver service solutions through advanced engineering, state-of-the-art technology, and a commitment to sustainability, quality, and innovation across various sectors including telecom, healthcare, and manufacturing.
