Location: Somerset,NJ, USA
Position Purpose:
The Account Specialist-Project Coordinator acts as the primary point person in addressing all customer service issues with respect to inventory, shipping, order entry, billing, etc. for contract manufacturing. This role supports the internal communication between order processing, fulfillment, manufacturing operations and logistics. This role requires expertise in managing customer interactions, resolving complex issues, and ensuring that service levels are met across the supply chain. This specialized skillset makes them a particularly valuable member of the customer service/sales team.
Primary Responsibilities:
Serve as the primary point of contact for key customers, developing and maintaining strong, professional relationships. Receive and process orders in an accurate and timely manner. Processes and resolves RMAs, billing and shipping discrepancies, and product substitutions in a timely manner.
Respond to customers inquires/requests for information concerning orders, deliveries, or problems (such as product quality, delivery problems, delivery schedules or product availability) all in a considerate and professional manner. Communicate frequently with Sales, Operations, Procurement, Supply Services and all other internal teams to review and resolve customer issues via email, phone, and Microsoft Teams. Provide specialized paperwork, documentation, or reporting as needed.
Works closely with the Contract Manufacturing Team to develop SOPs and process improvements for conducting business with the specialty customers they are supporting. Elevates issues and communicates effectively with the sales lead and Project Management team for the respective accounts they support.
Maintain and provide regular reports on key customer service metrics such as on-time delivery, order accuracy, and customer satisfaction levels.
Education:
High School Diploma or equivalent required.
Some college and/or an associate degree preferred.
Experience:
2+ years of progressive experience working in a fast-paced Customer Service Department; account management is a plus.
Skills:
Strong interpersonal skills that build rapport and trust.
Knowledge of various sales methods and techniques.
Exceptional communicator, oral and written. Bilingual a plus.
Pleasant and professional telephone presence.
Detailed oriented with strong organizational skills.
Proficient with basic computer hardware and software (Microsoft Office).
Ability to exercise good judgment, work hybrid and make decisions with limited supervision.
Works well under pressure and balance multiple tasks.
Strong product knowledge, along with a consultative demeanor.