Account Specialist II

Description
Job Summary
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 abilitiesExperience 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

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