Customer Service Account Specialist

Job Description

Job Description

Job Title : Customer Service Account Specialist

Reports to : Customer Service Manager

Location : Hybrid (Blue Bell, PA) – 3 days minimum in office

OUR COMPANY

Building upon a heritage of more than 160 years, Jacob Stern & Sons / Acme-Hardesty prides itself in our commitment to lead with compassion, humility, and a sense of humor. This is why our employees provide solutions where others may only see problems. We are a uniquely peculiar company offering refuge to professionals who value respect and dignity rather than the status quo.

Have you ever wondered what it would be like to operate in an environment that rewards those who are passionately curious? It may just be time for you to escape the "daily grind" and join the Acme-Hardesty family. Embrace the change that results from lifelong learning and open collaboration. Take a closer look at Acme-Hardesty.

Acme-Hardesty Co., a division of Jacob Stern & Sons, Inc., is in Blue Bell, Pennsylvania and has evolved today into one of the largest distributors of renewable palm oil derivatives, castor oil and its derivatives, glycerin and preservatives and surfactants. The business serves as the bridge that connects suppliers in Southeast Asia, the Middle East, and South America with customers in North America. Acme-Hardesty brings essential materials, needed by thousands of manufacturers, to create products that benefit millions of consumers.

POSITION OVERVIEW

The Customer Service Account Specialist meets or exceeds commitments to customers through efficient management of sales orders, effective communication of information both internally and externally, and prompt, effective resolution of customer issues. The Account Specialist works closely with employees at all levels to help achieve Key Results for the company.

RESPONISBILITES AND ACCOUNTABILITES

Customer Service

• Create a great and delightful experience for all customers by clearly communicating Acme Hardesty’s commitments (product, price, and delivery date)
• Establish and maintain great customer relationships while supporting Acme Hardesty’s cultural beliefs
• Ensure customer requirements (product codes, customer specs, SOW, equipment, labeling, etc.) are maintained in the customer master records in the ERP system (D365) and CRM
• Offer pricing to customers using appropriate guidelines and developed as a CRM quote
• Respond to and/or refer product and technical questions to appropriate personnel

Order Management

• Manage the complete process of a customer order from receipt of PO to the shipment of such order
• Work with the Sourcing and Supply Chain functions satisfy customer requirements and delivery dates
• Provide optimal mode of transportation through interaction with the Supply Chain team
• Initiate credit/debit/return adjustments on a timely basis, and after thorough and accurate research and investigation
• Investigate and resolve short payments and chargebacks on a timely basis

Administration and Communication

• Develop and maintain efficient, effective knowledge of D365 functionalities related to order fulfillment and relative to customer activity
• Have a continuous improvement mindset, and constantly look for/recommend a more efficient, effective work processes
• Immediately report non-conformances to Quality Coordinator and provide order details to initiate the CSI/NCRs
• Advise S&OP teams of inventory overages/shortages or significant changes in customer order patterns
• Select inventory effectively on a FIFO basis to reduce odd lots, broken pallets, and aged material
• Other duties as assigned by management

CSI/NCRs

• Advise S&OP teams of inventory overages/shortages or significant changes in customer order patterns
• Select inventory effectively on a FIFO basis to reduce odd lots, broken pallets, and aged material
• Other duties as assigned by management

KNOWLEDGE, ABILITIES AND SKILLS DESIRED

• Minimum 5-7 years’ experience in a Customer Service position, working for mid-sized distributor or manufacturing company
• Proven work or life experiences that demonstrate the ability to work well as a member of a team
• Excellent computer acumen in MS Office, enterprise resource planning (ERP) system, and contact management software (CRM)
• Bachelor’s Degree in business, logistics, supply chain, marketing, or technical discipline preferred
• Strong written and verbal communication skills
• Must be highly organized and have the ability to multitask

CORE COMPETENCIES

Accountability

Takes ownership for decisions and results of work within the scope of one’s role

Customer Focus

Understands and anticipates internal/external customers’ needs and acts to provide quality products and services to exceed their expectations.

Effective Communication

Understands the needs/perspectives of others and appropriately modifies behaviors to maximize effectiveness

Problem Solving

Proactively anticipates, analyzes, and addresses business issues and quickly responds to business needs.

Results Orientation

Demonstrates ambition and drive to achieve challenging organizational, work-related and career goals, pushing work to completion