Account Specialist

About the Role

Every successful order tells a story—and this role is at the center of it. As an Account Specialist, you’ll own the full order lifecycle, from purchase order review through fulfillment and resolution. You’ll partner closely with customers, Sales, Manufacturing, Transportation, and other internal teams to ensure accuracy, compliance, and on‑time delivery.

Full‑time

Every successful order tells a story—and this role is at the center of it. As an Account Specialist, you’ll own the full order lifecycle, from purchase order review through fulfillment and resolution. You’ll partner closely with customers, Sales, Manufacturing, Transportation, and other internal teams to ensure accuracy, compliance, and on‑time delivery.

This role is ideal for someone who enjoys working with complex data, navigating cross‑functional priorities, and taking ownership of customer outcomes in a fast‑paced manufacturing environment.

• Establish and maintain strong working relationships with assigned customers, HAI Sales, Corporate and Plant personnel.
• Analyze incoming purchase orders received via email in multiple formats (PDF, spreadsheets, text files, supplier portals) and extract required data for accurate sales order creation in SAP.
• Verify compliance requirements, including Incoterms, payment terms and other contractual details.
• Manage assigned customer accounts, including order entry, order changes and cancellations, issue resolution, billing inquiries and returns.
• Break down complex customer issues, identify root causes and drive resolution in collaboration with internal teams.
• Communicate proactively with customers, Sales and internal stakeholders regarding order status, delays and changes.
• Answer phones, respond to emails and manage shared email inboxes.
• Collaborate with Sales, Marketing, Manufacturing, Transportation, Sales Support and other departments to resolve transportation, pricing or fulfillment issues.
• Create and distribute required documentation for international orders.
• Provide backup support for other customer service accounts and manage daily order volume at or above department standards.
• Lead cross‑functional meetings with shipping plants to review open orders and address issues.
• Notify customers, Sales and Product Managers of delayed orders and process order changes in SAP as required.
• Regularly follow up with assigned customers to ensure open issues are resolved and closed.
• Route billing inquiries to Accounts Receivable and pricing inquiries to Sales Support.
• Perform other duties as assigned.

• Associate’s degree (A.A.) or equivalent work experience required.
• Minimum of 2 years of experience in a customer service or account specialist role, preferably in a manufacturing environment.
• Knowledge of basic U.S. geography, weights, measures and conversions.
• Proficiency in Microsoft Excel, Word and Outlook, with experience using SAP (SD module) or a comparable ERP system to analyze purchase orders and manage data for accurate sales order creation.
• Strong decision‑making, problem‑solving and analytical skills.
• Excellent written and verbal communication skills, including the ability to communicate effectively in impromptu situations.
• Ability to work independently, research information and analyze data across departments.
• Knowledge of international shipping, bulk freight and hazmat freight classifications is a plus.
• Strong time management, organisational skills and attention to detail, with the ability to prioritise and shift focus as needed.
• Ability to perform the essential functions of this position with or without reasonable accommodation.

• Opportunity to work in a specialised and stable manufacturing industry.
• Collaborative team environment.
• Hybrid work flexibility.
• Make an impact in a role that bridges customer success and operational excellence.
• Excellent benefits and rewards package (health, 401k, profit sharing, PTO, tuition reimbursement and Nectar Recognition Program).

$50,000 – $60,000 per year