Senior Account Specialist​/Customer Service - Hybrid

Senior Account Specialist / Customer Service - Hybrid

Shippers Supply is a growing packaging solutions company that has been providing customer solutions since 1928. We have an outstanding small company culture of teamwork, fun, professionalism and entrepreneurial spirit where YOU can make a difference!

Senior Account Specialist supports and manages a designated customer base, handling orders and issues of intermediate complexity. This role collaborates closely with sales, purchasing, operations, and service to resolve customer concerns, strengthen relationships, and contribute to customer growth strategies where applicable. The Senior Account Specialist serves as a second‑route support resource for general customer service queue calls, providing added expertise beyond the Account Specialist role.

This position also supports overflow from the Inside Account Managers and provides assistance to the Account Specialist.

Position will be approximately 60% in the office and 40% remote after training period, depending on department needs. Training schedule is fully in‑office.

Schedule:

Monday – Friday, 8:30 AM – 5:00 PM.

• Manage customer inquiries regarding orders, product information, pricing, availability, and shipment status efficiently and effectively, demonstrating strong expertise.
• Resolve customer issues of moderate complexity in a professional, timely and effective manner.
• Nurture customer relationships and contribute to customer retention and growth strategies where appropriate.
• Serve as second‑route support for customer service queue phone calls, handling general inquiries with intermediate product and business knowledge.
• Document customer interactions, escalations, and action plans with thorough accuracy in company systems.
• Provide guidance, overflow assistance, escalated troubleshooting, and workload support to the Account Specialist and Inside Account Managers to ensure smooth operations and shared success.

• Enter, modify, and review orders while confirming pricing, availability, terms, and customer requirements.
• Coordinate fulfillment and shipping with internal teams to ensure accuracy and on‑time delivery.
• Process returns, issue credits, and troubleshoot root‑cause issues at the Tier 2 level.
• Handle sales order overflow from Inside Account Manager, ensuring continuity and service quality.
• Work with PIM Specialist to proactively manage PIM customer issues and support order processing within PIM programs.

• Partner with sales, purchasing, operations, service, and PIM teams to effectively resolve customer concerns and execute customer requests.
• Provide suggestions for process improvements and customer experience.

• Maintain intermediate‑to‑advanced knowledge of the company’s product lines, offerings, and PIM program.
• Provide informed product recommendations and cross‑sell suggestions to deliver added value and support customer success.
• Assist with some Special Stocking Agreement responsibilities for Tier 2 customers.
• Stay up‑to‑date on industry trends, program changes, and internal process updates.

• Continually look for ways to improve processes and systems to make them more efficient and effective.
• Comply with all company policies and procedures.
• Responsible for working safely at all times and providing a safe work environment for employees.
• All other duties as assigned.

• High school diploma or equivalent.
• Minimum of 3 years of experience in customer service or a related field.
• Strong communication and relationship‑building skills.
• Ability to resolve issues through effective problem solving, confident conflict management, and appropriate negotiation techniques to ensure customer satisfaction.
• Ability to prioritize tasks and manage a varied workload in a fast‑paced environment.
• High attention to detail and strong organizational skills.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).
• Ability to develop strong product, pricing, and business knowledge.
• Analytical skills to identify issues, trends, and growth opportunities.
• Ability…