Account Specialist I

Overview
This role oversees all activities related to building and managing strong relationships with key direct and buyback accounts. The position works closely with internal and external partners to increase sales, profitability, customer satisfaction, and overall account success.

Responsibilities include managing assigned customer accounts, serving as the primary point of contact for customer inquiries and escalations, coordinating cross‑functional support, and managing the order‑to‑cash process. The role also focuses on customer retention, process improvement, inventory and forecasting coordination, open order management, and identifying opportunities to support account growth.

The individual in this role is expected to maintain strong relationships with customers, suppliers, and internal departments including Sales, Procurement, Operations, Dispatch, and Billing to ensure customer expectations and business objectives are met. Additional responsibilities include maintaining accurate account documentation, supporting onboarding activities, and proactively resolving issues impacting service levels or profitability.

Successful candidates should demonstrate strong communication, customer service, organizational, problem‑solving, and relationship management skills while working independently with minimal supervision and in alignment with company standards.

Responsibilities

Manage assigned customer accounts by building and maintaining strong business relationships

Serve as the primary point of contact for assigned accounts regarding orders, service concerns, product availability, and account‑related inquiries

Conduct regular account reviews to identify opportunities for process improvements, increased sales, and enhanced customer satisfaction

Monitor customer activity, trends, and service levels to proactively address issues and support account growth

Partner with Sales, Procurement, Operations, and other internal departments to ensure customer expectations and business objectives are met

Support customer retention efforts through consistent communication, follow‑up, and resolution management

Maintain accurate customer account documentation and ensure account information is updated within company systems

Assist with onboarding new accounts, including setup coordination, process education, and ongoing account support

Network with key clients and key suppliers to identify and address specific needs

Conduct weekly, monthly, and/or quarterly meetings with key customers and/or suppliers to drive process improvement

Serve as a point of escalation for key Direct and Buyback Accounts, internally and externally

Develop and maintain relationships with customers to ensure long‑term success

Act as liaison between customers and internal teams ensuring client requirements are met

Handle all calls and cases for assigned key customers

Ensure brand consistency

Maintain high customer satisfaction ratings according to company standards

Stay up to date with internal and external developments and suggest ways to increase sales

Work with procurement and forecasting teams to ensure stocking levels are accurate

Manage process from order to cash for assigned customers

Review open order reports for assigned locations

Coordinate with inventory, dispatch, operations, and billing on orders that require attention

Work with sales for assistance on approved task lists

Work emergency line during assigned time

Competencies

Customer Service – manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.

Interpersonal – focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.

Oral Communication – speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.

Teamwork – balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to

Qualifications
Education/Experience: Bachelor’s degree (B.A.) from a four‑year college or university with 3–5 years related experience and/or training or an equivalent combination of education and experience.

Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; ability to write reports, business correspondence, and procedure manuals; ability to effectively present information and respond to questions from groups of employees, managers, and customers.

Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume; ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: Knowledge of Word, Excel, and Power‑Point, and experience working in an enterprise‑wide system.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the noise level in the work environment is usually moderate.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear and use hands to finger, handle, or feel. The employee is frequently required to sit. The employee is occasionally required to reach with hands and arms. The employee must regularly lift and or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus.

EEO Statement
EOE

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