Customer Accounts Specialist

NextGenEnergyJobs; MIDDLETOWN, Northern (OH, KY); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) matching

Generous paid time off

Job summary

Phoenix Contact seeks an order processing administrator to manage aspects of new and existing customer accounts. You will handle inquiries via calls, emails, and chats, document actions in the CRM, and collaborate with stakeholders to ensure a seamless service experience.

You will meet service goals, participate in onboarding, and continually improve knowledge of customer needs and policies. A strong attention to detail and adaptability are essential for success.

Qualifications

• Associates degree required or two years of relevant experience in customer-facing roles.
• Strong math, organization, and problem-solving abilities.
• Ability to adapt to changing schedules and priorities.

Responsibilities

• Provide answers via inbound calls, emails, and chats from customers and sales team.
• Document customer inquiries in CRM to summarize required actions for customers and sales.
• Collaborate with Phoenix Contact stakeholders to ensure a unified service experience.
• Meet service and training goals while following defined processes.
• Utilize training resources to improve job skills and knowledge.
• Understand customer demographics and industry standards to anticipate needs.
• Learn policies and procedures and key stakeholders in other departments.
• Participate in onboarding discussions and meetings with customers.
• Communicate effectively to understand needs and provide appropriate solutions.
• Process customer orders using EDI, DCS, and manual entry; analyze data for order maintenance.
• Maintain stock agreements and respond to order and inventory status requests.

Education

Associates degree in Business, logistics, or related field

Tools

EDI

DCS

ERP system

Job description

This position will lead the administration of specific aspects of order processing and maintenance for new direct customers as well as specific customer accounts.

Key Responsibilities

• Provide answers to questions through inbound calls, e-mails, and chats from customers and sales team
• Document customer inquiries in CRM system to provide customer and sales team detailed summary of required actions needed to meet customer needs
• Collaborate and communicate with other Phoenix Contact stakeholders to provide unified service experience
• Meet job specific service and training goals, while following work processes as defined by management
• Make-time for and utilize training resources to continually improve job skills and knowledge.
• Continue to build a working knowledge of any customer demographics and industry standards and how they apply to specific inquiries
• Understand why the customer is asking their questions and learn how to proactively address their next set of needs before they ask
• Build a working knowledge of applicable policies and procedures, and their intent
• Learn key stakeholders in other departments
• Participate in Onboarding plan with key stakeholders
• Facilitate Onboarding discussions and meetings with customers
• Effectively communicate with customers to understand their needs and provide appropriate solutions
• Demonstrate caring, individualized attention to Customers and their needs
• Perform services both dependably and accurately
• Demonstrate a willingness to help Customers and provide prompt service
• Ensure special Customer-specific requirements for order processing, maintenance, and shipping are coordinated and performed
• Complete Customer-initiated reporting requests
• Process Customer purchase orders using both EDI, DCS and manual entry
• Analyze data to perform advanced order maintenance and notify Customers of order changes
• Initiate and maintain stocking agreements
• Process requests for schedule changes, order changes, and cancellations
• Process pricing and order expedite requests
• Process requests for order and inventory status
• Maintain Customer item cross-reference tables in the ERP system
• Participate in business reviews and other Customer-initiated meetings when required
• Escalates issues when necessary
• Special projects as assigned by the Customer Accounts Supervisor

Requirements

• Associates degree in Business, logistics, or related field and two years of experience in a customer facing role. 5 years of experience may be considered in lieu of degree
• Excellent business math skills required
• Willingness and ability to adapt to changing departmental needs including but not limited to, schedule changes
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions
• Ability to analyze and anticipate situations, define problems and objectives, recognize alternatives, formulate solutions and implementation strategies
• Ability to exercise flexibility, initiative, sound judgment and discretion.
• Ability to meet deadlines and adjust to changing priorities to meet business goals
• Effective interpersonal skills with comfort in delivering group presentations
• Preferred 2 years of experience in a business to business sales environment
• Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 16 weeks fully paid maternity leave & 10 weeks fully paid paternity leave, life insurance, short & long-term disability, tuition assistance, and more!
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• If you need special accommodations to access job openings or to apply for a job, please call 717-944-1300 between the hours of 8 AM and 5 PM, Eastern Standard Time, Monday – Friday or email [e-mail] .