Customer Accounts Specialist

Job Summary

The Customer Accounts Specialist will lead the administration of specific aspects of order processing and maintenance for new direct customers as well as specific customer accounts.  This position will act as a liaison among external customers and various Phoenix Contact teams in order to successfully fulfill customer expectations and achieve customer satisfaction.

Key Responsibilities

• Provide answers to questions through inbound calls, e-mails, and chats from customers and sales team
• Document customer inquiries in CRM system to provide customer and sales team detailed summary of required actions needed to meet customer needs
• Collaborate and communicate with other Phoenix Contact stakeholders to provide unified service experience
• Meet job specific service and training goals, while following work processes as defined by management
• Make-time for and utilize training resources to continually improve job skills and knowledge.
• Continue to build a working knowledge of any customer demographics and industry standards and how they apply to specific inquiries
• Understand why the customer is asking their questions and learn how to proactively address their next set of needs before they ask
• Build a working knowledge of applicable policies and procedures, and their intent
• Learn key stakeholders in other departments 
• Participate in Onboarding plan with key stakeholders
• Facilitate Onboarding discussions and meetings with customers
• Effectively communicate with customers to understand their needs and provide appropriate solutions
• Demonstrate caring, individualized attention to Customers and their needs
• Perform services both dependably and accurately
• Demonstrate a willingness to help Customers and provide prompt service
• Ensure special Customer-specific requirements for order processing, maintenance, and shipping are coordinated and performed
• Complete Customer-initiated reporting requests
• Process Customer purchase orders using both EDI, DCS and manual entry
• Analyze data to perform advanced order maintenance and notify Customers of order changes
• Initiate and maintain stocking agreements
• Process requests for schedule changes, order changes, and cancellations
• Process pricing and order expedite requests
• Process requests for order and inventory status
• Maintain Customer item cross-reference tables in the ERP system
• Participate in business reviews and other Customer-initiated meetings when required
• Escalates issues when necessary
• Special projects as assigned by the Customer Accounts Supervisor

Qualifications

• Associates degree in Business, logistics, or related field and two years of experience in a customer facing role. 5 years of experience may be considered in lieu of degree
• Preferred 2 years of experience in a business-to-business sales environment
• Willingness and ability to adapt to changing departmental needs including but not limited to, schedule changes
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions
• Ability to analyze and anticipate situations, define problems and objectives, recognize alternatives, formulate solutions and implementation strategies
• Ability to exercise flexibility, initiative, sound judgment and discretion.
• Ability to meet deadlines and adjust to changing priorities to meet business goals
• Proficient computer skills (Word, Excel, PowerPoint)
• Effective interpersonal skills with comfort in delivering group presentations
• Willingness and ability to adapt to changing departmental needs including but not limited to, schedule changes
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions
• Excellent oral/written English communication skills
• Must be able to work with others, build relationships and involve others in decision making.  
• Motivated self-starter with the ability to work autonomously and as part of a team
• Exhibits a working knowledge of policies and procedures

Essential Job Functions

• Must be able to work occasional overtime
• Must be able to sit for up to 4 hours at a time and 8 hours in a day
• Regular and on time attendance

Perks & Benefits

Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 16 weeks fully paid maternity leave & 10 weeks fully paid paternity leave, life insurance, short & long-term disability, on-site gym access, health & wellbeing center, on-site café, walking trails, tuition assistance, and more!

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