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Customer Account Specialist I

Miniat Holdings LLC

Chicago, IL

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JOB DETAILS
SKILLS
Administrative Skills, Analysis Skills, Cargo/Freight, Communication Skills, Computer Skills, Computer Workstations, Cross-Selling, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Entry, Detail Oriented, Disability Accommodations, ERP (Enterprise Resource Planning), Equal Employment Opportunity (EEO), Forecasting, High School Diploma, Logistics, Manufacturing, Material Moving, Microsoft Excel, Microsoft Product Family, Microsoft Word, Office Equipment, Operational Support, Order Management, Order Processing, Organizational Skills, Performance Analysis, Performance Metrics, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, Product/Service Launch, Record Keeping, Reporting Dashboards, Reporting Skills, Resolve Customer Issues, Sales, Spreadsheets, Teleconferencing, Time Management, Typing, Videoconferencing, Warehousing, Writing Skills
LOCATION
Chicago, IL
POSTED
2 days ago
Position Description:

Performs duties to Grow and sustain customer relationships by processing customer orders, handling inquiries, and order related issues while providing superior customer service ensuring customer satisfaction.

Primary Responsibilities:
  • Develop mutually rewarding working relationships with customers through superior customer service
  • Receive and process orders with an exceptional accuracy level of 95% or better into order system
  • Send customer confirmation of order receipt within 3 hours of order entry
  • Update/add customer account information as needed (i.e. contact information, product usage, shipping information, etc.)
  • Serve as the customers advocate by solving problems on the customer's behalf by engaging right departments and people (including but not limited to product specs, logistical issues, or other related issues)
  • Review, edit and report on the company's on time in full (OTIF) performance
  • Coordinate with logistics to record and maintain freight rates systematically and in compliance with customer contracts
  • Review outbound reports to ensure customer orders are shipped in accordance with schedule and communicate with customer or logistics to resolve any missed or late shipments
  • Process, monitor and review various customer reports or account information and communicates to the customer or sales team
  • Cross check other customer account specialists order entries for accuracy daily
  • Support other customer accounts as needed
  • Provide necessary follow-up and initiates correspondence to customers
  • Achieve KPI's set forth by the company and/or department
  • Proactive outbound communication with existing customers, including outreach related to new POs, order detail confirmations, order changes, product launches, and cross-selling opportunities.
  • Perform other duties as assigned

Supervisory/Management Responsibilities:
  • Not Applicable

Requirements:
  • High school diploma or GED required
  • 3 - 5 years of previous customer service or administrative experience
  • Effective communication skills, written and verbal
  • Strong organizational, detail oriented and time management skills
  • Proficient with computers, specifically various Microsoft programs including email, Excel, or Word
  • Strong problem-solving skills

Physical Requirements:
  • Frequently operates a computer, phone, ERP systems, and other standard office equipment while performing forecasting, reporting, order management, analytical activities, and reviewing spreadsheets, dashboards, reports, and ERP system information.
  • Must be able to remain stationary for extended periods while working at a computer workstation and performing frequent hand, finger, and wrist movements for typing, data entry, and system navigation.
  • Frequently communicates with internal departments, customers, suppliers, and other business partners in person, by phone, video conference, and electronic communication methods.
  • Occasionally moves throughout office, warehouse, and manufacturing environments to support operational, inventory, scheduling, and customer service activities and may be exposed to varying temperatures within warehouse and manufacturing environments.
  • May occasionally lift or move standard office materials up to 15 pounds.
  • Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

The company is committed to providing equal employment opportunities to qualified individuals with disabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position, provided such accommodations do not create an undue hardship on the Company. The Company reserves the right to modify, interpret, or apply this job description as business needs require. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Competencies:
  • Collaboration: Fosters a climate of trust and respect with others to achieve team objectives; treats partners fairly, ethically and as valued contributors
  • Customer Focus: Pursuit of the highest level of customer service; anticipate the customer's future needs and trends; identify opportunities to benefit customers; strive to resolve customer concerns; and offer advice and guidance in responding to customer inquiries.
  • Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work, perseveres and uses metrics to analyze performance.
  • Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for possible contingencies.
  • Time Management: Able to make the most effective use of one's own time and that of others; gets the job done without procrastinating or delaying; is constantly aware of what is the best use of time.

Benefits for this role include: Medical, vision, dental, discretionary bonus up to 6% (50% personal performance based & 50% company performance), 401(k) with matching up to a max of 4% and 120 hours PTO in the 1st 12 months.

About the Company

M

Miniat Holdings LLC

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