Sales Account Specialist

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The Sales Account Specialist is the key day-to-day contact for all our sales and customer support activities. Assigned to a team working collaboratively to support given territories or markets, the SAS applies his or her excellent customer service skills, quoting order-entry capabilities and system knowledge to meet the daily needs of the customer. The SAS represents IEWCs' brand and value proposition and is a “face to the customer” in their daily activities, including:

Responsibilities:

• Manage customer orders timely and to the highest level of accuracy by:
  Reviewing customer purchase orders (PO); reviewing PO to Customer Material Information (CMI); and entering order into SAP & Rubicon.
• Respond to all customer inquiries with sense of urgency and first contact resolution.
• Run back/late order report and collaborate with customers to manage appropriate expectations and proactively resolve problems.
• Administer customer order changes, expedites, tracking and cancellations.
• Assist in updating customer and material information promptly in SAP & Rubicon.
• Administer sample requests from customers and Sales team.
• Process all incoming emails, calls and faxes promptly and to the highest level of accuracy.
• Work independently with minimal supervision in a fast-paced environment.
• Contribute to process efficiency and customer experience continuous improvement efforts.
• Resolve product or service problems by: clarifying customer complaint; determining the cause of the problem, creating a return authorization; providing customer with best solution to solve the problem expediting correction or adjustment and following up to ensure resolution.
• Work in SAP or Rubicon, Microsoft Word, and Excel.
• Work with the appropriate sales person to service the customer on any changes in the Customer Master file.
• Actively participate in opportunities to improve individual knowledge of the company, products, markets and systems.
• Uses continuous improvement methodology and internal and external resources to enhance customer experience and drive process efficiency.
• Proactively collaborate with the other team members to provide support and share information to ensure daily tasks are completed and both customer and business needs are met.
• Maintain and enhance technical competency and customer service skills.
• Actively works toward and contributes to the success of all individual and team goals/metrics.

Qualifications:

• High school diploma or equivalent required; associates or bachelor’s degree preferred.
• 6 months + of CS experience in any industry.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret an extensive variety of technical and business information and deal with several abstract and concrete variables.
• Ability to work with Microsoft Office (Outlook, Excel, Word), CRM (Salesforce), ERP systems (SAP) and other standard current computer applications.

Benefits:

• Medical insurance
• Vision insurance
• 401(k)
• Paid maternity leave
• Tuition assistance