Account Specialist II

Customer Service Account Specialist II

The Customer Service Account Specialist II is responsible for providing advanced customer support while managing customer accounts, orders, and service requests. This role serves as a liaison between customers, sales representatives, operations, and internal departments to ensure timely and accurate order processing, issue resolution, and overall customer satisfaction.
The ideal candidate demonstrates strong communication skills, attention to detail, problem-solving abilities, and the ability to work in a fast-paced environment while maintaining professionalism and accountability.
Key Responsibilities

Process customer orders accurately and efficiently within established timelines
Review purchase orders for accuracy, pricing, product availability, and delivery requirements
Monitor and communicate backorder status, ETA updates, and delivery schedules
Research and resolve customer inquiries regarding orders, shipments, invoices, returns, and product availability
Maintain accurate customer account and order documentation in company systems
Coordinate with Sales, Inventory, Transportation, Operations, and other internal teams to resolve issues
Handle escalated customer concerns professionally and provide timely follow-up
Identify and prevent duplicate orders or account discrepancies
Assist with RMA requests, credits, returns, and delivery issues
Ensure compliance with company policies, procedures, and service expectations
Support team goals related to productivity, quality, and customer satisfaction
Participate in training, process improvement initiatives, and team meetings
Preferred Skills

Experience with order entry and inventory management systems
Knowledge of transportation, logistics, or distribution processes
Ability to prioritize tasks in a fast-paced environment
Strong follow-up and customer relationship management skills
Work Environment

Fast-paced customer service environment
Heavy phone and email communication
Ability to manage multiple priorities simultaneously
May require handling back-to-back calls and case management tasks
Requirements
High school diploma or GED required; associate or bachelor's degree preferred
Minimum of 2 years of customer service, account management, order entry, or related experience
Experience working in a fast-paced customer service or call center environment preferred
Strong verbal and written communication skills
Ability to manage multiple tasks and priorities simultaneously
Strong attention to detail and organizational skills
Ability to professionally handle escalated or difficult customer situations
Strong problem-solving and critical-thinking abilities
Experience processing orders, reviewing purchase orders, and managing customer accounts
Ability to work independently and collaboratively within a team environment
Proficient in Microsoft Office (Outlook, Excel, Word) and ERP/order management systems
Ability to meet productivity, quality, and compliance expectations
Comfortable handling back-to-back calls, emails, and case management responsibilities
Strong follow-up skills and commitment to customer satisfaction
Reliable attendance and accountability required
Ability to adapt to changing business needs and processes