Description
The Customer Service Account Specialist is responsible for a portfolio of accounts and is the customer-advocate that demonstrates a commitment to customer retention through superior customer service.
-Monitors status of all open orders to ensure on time delivery
-Provide customer service regarding order status and logistics issues
-Key decision making activities include: whether to request a stock transfer order, move a customer order to ship from another distribution center or request a later arrival date
-Assists in the implementation of customer specific programs in conjunction with Sales/Marketing
-Analyze customer service levels and customer satisfactio and take appropriate action to achieve service level goals by customer grouping.
-Work with carriers to expedite delivery of orders and determine correct disposition of refused product; work with billing department on confirmation of corrected invoice.
-Coordinate the return of refused/discontinued product that insures the most cost efficient freight rates
-Allocate product to customer orders in a low inventory situation to maintain high levels of service for key accounts
-Manage the information flow from the VMI partner to Dial's inventory system
-Leads efforts to identify and improve results and processes
