Customer Account Specialist

Groe Advisors LLC; Wilmington (MA); On-site; USD 65,000 - 85,000; Full time

Job summary

Groe Advisors LLC is seeking a Customer Account Specialist II to independently manage assigned customer accounts and fulfillment activities. You will coordinate shipments, resolve routine issues, and act as the primary contact for moderate complexity accounts, bridging execution with proactive account management.

You will work cross-functionally with Sales, Planning, Supply Chain, and Shipping to ensure on-time delivery, accurate documentation, and data integrity in ERP/CRM systems.

Qualifications

• Bachelor’s degree preferred or equivalent experience required.
• 3–6 years of experience in customer service, order management, or account support.
• Experience managing customer accounts with moderate complexity.
• Working knowledge of ERP/MRP systems.
• Strong written and verbal communication skills.
• Familiarity with medical device regulatory documentation is a plus.
• Experience with NetSuite ERP.
• Ability to mentor or support junior team members.
• Strong understanding of export documentation and international logistics preferred.

Responsibilities

• Own assigned customer accounts and manage order fulfillment with minimal supervision.
• Coordinate shipments and monitor open orders/backlogs; escalate risks proactively.
• Provide required documentation such as certificates and proof of delivery.
• Maintain accurate customer, pricing, and order data in ERP/CRM systems.
• Collaborate with Sales, Planning, Supply Chain, and Shipping teams to ensure documentation and on-time delivery.
• Resolve order discrepancies, shipment delays, and expediting requests.
• Mentor junior representatives and contribute to departmental goals for responsiveness and customer satisfaction.

Skills

Customer account management

Order fulfillment

ERP systems

NetSuite ERP

Communication

Attention to detail

Cross-functional collaboration

Education

Bachelor’s degree preferred

Equivalent experience

Tools

NetSuite ERP

Job description

The Customer Account Specialist II is a skilled customer service professional responsible for independently managing assigned customer accounts and order fulfillment activities. This role handles moderate complexity accounts, coordinates shipments, and resolves routine issues while serving as a reliable point of contact for customers. This position bridges tactical execution and proactive customer management, preparing the individual for senior-level account ownership.

• Customer Account Ownership
• Serve as the primary operational contact for assigned customer accounts of moderate complexity.
• Manage customer setup, order entry, pricing verification, contract review, and fulfillment tracking with minimal supervision.

Build and maintain effective working relationships with customer contacts and internal stakeholders.

Monitor open orders and backlogs, escalating potential risks proactively.

Coordinate domestic and international shipments, including select drop-ship orders

Partner with Sales, Planning, Supply Chain, and Shipping teams to ensure accurate documentation and on-time delivery

Resolve order discrepancies, shipment delays, and expediting requests

Provide customers with required documentation such as certificates and proof of delivery

Track shipments and deliver proactive status updates

• 3. Customer Communication & Issue ResolutionDeliver consistent, responsive customer service that meets service level expectations
• Handle inbound inquiries and conduct outbound customer communication related to orders and upcoming needs
• Resolve routine order, shipment, and invoice issues independently; escalat?
• Ensure all customer communications are accurate, professional, and consistent with company standards and Company Values
• Coordinate daily shipping needs with the Shipping Team

4. Data Accuracy & Systems Management

Maintain accurate customer, pricing and order data in ERP (NetSuite) and CRM systems.

Generate and review basic reports related to order fulfillment and performance metrics.

Ensure documentation completeness to support audit and compliance readiness.

Support sales team requests for inventory availability and sample orders.

• 5. Continuous Improvement & CollaborationIdentify process gaps or recurring issues impacting customer experience and propose improvement actions.
• Collaborate cross-functionally to streamline communication between Customer Service, Planning, and Manufacturing teams.
• Mentor junior representatives, sharing best practices in responsiveness, accuracy, and relationship management.
• Contribute to departmental goals for responsiveness, order accuracy, and customer satisfaction.
• Upholds and role-models company Values of Integrity, Invested, Inclusion and Ingenuity
• Other duties or projects assigned by management

MINIMUM REQUIREMENTS:

• Bachelor’s degree preferred or equivalent experience required
• 3–6 years of experience in customer service, order management, or account support
• Experience managing customer accounts with moderate complexity
• Working knowledge of ERP/MRP systems
• Strong written and verbal communication skills
• PREFERRED SKILLSET:Familiarity with medical device regulatory documentation (e.g., CoC, CE marking, IFU control).
• Experience with NetSuite ERP
• Ability to mentor or support junior team members
• Strong understanding of export documentation and international logistics preferred
• Positive, motivated attitude with a willingness to grow and learn
• KEY COMPETENCIES TO ENSURE SUCCESSCustomer obsession: anticipates customer needs and consistently follows through.
• Responsiveness and follow-up set the standard for communication speed and clarity.
• Multi-tasking: thrives in a fast-paced environment managing multiple priorities simultaneously.
• Attention to detail: maintains data integrity and precision across all customer touchpoints.
• Ownership and accountability: takes initiative to resolve issues end-to-end.
• Collaboration: works effectively with cross-functional and international teams.
• Composure under pressure: handles demanding customers and time-sensitive issues professionally.

Team and Culture Champion: A collaborative, respectful, and dependable team member who actively reinforces and protects our company Values and Culture — modelling integrity, trust, and care in every interaction