Customer Service Representative

The Account Specialist is responsible for providing the responsive, accurate support those customers require, including product identification, quotations, pricing and availability, order processing, delivery information, problem resolution, and ongoing account support. Coordinate with customers, suppliers, warehouse personnel, outside sales representatives, and other team members to resolve order, product, quality, freight, and delivery issues.

Job Title: Account Specialist – Customer Service
Reports To: Vice President
Company: GF&D Systems
Location: Muskego, Wisconsin
Position Type: Full-Time or Part-Time, On-Site
This position may be staffed by one full-time employee or multiple part-time employees based on business needs. Core responsibilities, training, and performance expectations apply to all Account Specialists regardless of schedule.
POSITION SUMMARY
The Account Specialist provides customer service support throughout the sales and order process, from initial customer inquiries and quotations through order entry, delivery, invoicing, and follow-up.
We primarily sell through distributors. The Account Specialist is responsible for providing the responsive, accurate support those customers require, including product identification, quotations, pricing and availability, order processing, delivery information, problem resolution, and ongoing account support.
The position works closely with our outside sales representatives and primarily supports existing customers and sales opportunities developed through those relationships. This is not primarily a cold-calling or new-business-development position, although the Account Specialist should recognize opportunities to recommend additional or related products when appropriate.
The Account Specialist develops a strong working knowledge of our products through company-provided training. Over time, the employee will learn to identify common products and applications and interpret relevant dimensions, specifications, and other information from customer part drawings.
ESSENTIAL RESPONSIBILITIES
Customer Service & Account Support

• Respond to customer inquiries regarding products, pricing, availability, orders, and deliveries.

• Build and maintain positive relationships with distributor customers.

• Provide timely order-status information and communicate changes or delays.

• Resolve customer concerns involving incorrect, damaged, delayed, or returned products.

• Maintain accurate customer and account information.

• Recognize opportunities to recommend additional or related products when appropriate.

Quotations & Product Support

• Prepare and follow up on customer quotations.

• Develop sufficient product knowledge to assist customers in identifying appropriate products and solutions.

• Learn to review customer part drawings, specifications, and other technical information to identify relevant dimensions and product requirements.

• Obtain supplier pricing, availability, specifications, and lead times when required.

• Coordinate internally to determine product availability, costs, and delivery requirements.

• Work with outside sales representatives to support their accounts, quotations, and customer opportunities.

Order Management

• Enter, acknowledge, and maintain customer orders.

• Review orders and quotations for pricing, quantities, delivery dates, specifications, and other requirements.

• Monitor open orders and expedite late or time-sensitive shipments.

• Process shipments, invoices, and ASNs as applicable.

• Coordinate specialty customer releases, projections, and related order requirements.

• Process work orders for assortments and related items as needed.

Supplier & Purchasing Support

• Communicate with suppliers as needed regarding quotations, pricing, availability, lead times, and order status.

• Assist with purchase orders and supplier orders as needed.

• Expedite supplier orders and help resolve receiving, invoice, quality, or delivery discrepancies.

• Assist with sourcing products and obtaining supplier quotations when required.

Quality Management & Procedures

• Follow applicable company policies, procedures, work instructions, and documentation requirements established under our Quality Management System.

• Maintain accurate records and documentation as required for assigned responsibilities.

• Complete required training and perform assigned work in accordance with current approved procedures and work instructions.

• Identify and communicate process, documentation, product, or customer issues through established company procedures.

• Support the company's commitment to quality, customer satisfaction, and continual improvement.

Problem Resolution & General Support

• Coordinate with customers, suppliers, warehouse personnel, outside sales representatives, and other team members to resolve order, product, quality, freight, and delivery issues.

• Assist with freight claims, returns, credits, and related documentation.

• Follow up with customers regarding overdue accounts when needed.

• Cross-train on related customer and order functions for backup coverage as needed.

• Assist with annual inventory and other sales or operational activities as needed.

• Perform other related duties as assigned.

QUALIFICATIONS

• Previous experience in customer service, inside sales, account support, order processing, purchasing, or a related role preferred.

• Experience in industrial distribution or working directly with distributor customers is highly desirable.

• Familiarity with grease fittings, industrial components, fasteners, automotive parts, or similar products is beneficial but not required.

• Previous experience working within an ISO 9001 quality management system or other documented quality system is a plus.

• Strong verbal and written communication skills.

• Strong organizational skills, accuracy, and attention to detail.

• Ability to understand and respond to distributor customer requirements involving quotations, pricing, availability, lead times, orders, and delivery.

Pay Details: $24.00 to $28.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adecco.com/en-us/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.