Global Specialty Account Operations Specialist

Kinsey's; Mount Joy (Lancaster County); On-site; USD 50,000 - 60,000; Full time

Job summary

Kinsey's is seeking a Specialty Account Operations Specialist to support international customer channels, including dropship and API-connected accounts, and consolidation orders. You will be the primary operational contact ensuring accurate order processing and prompt answers to customer questions across Sales, Operations, IT, and Accounting.

The ideal candidate is highly organized, detail-oriented, and comfortable using systems to manage multiple complex workflows.

Responsibilities

• Process and manage international customer orders from receipt through shipment.
• Review orders for accuracy and ensure required customer and order information is complete.
• Coordinate with internal departments regarding inventory availability, order status, documentation, shipping requirements, and exceptions.
• Communicate order status, changes, backorders, and other relevant information to international customers.
• Maintain accurate customer and order records within company systems.
• Assist in resolving issues that may delay or prevent order fulfillment.
• Serve as a primary customer-service contact for dropship and API-connected accounts.
• Coordinate onboarding and ongoing support for dropship customers.
• Assign and maintain customer API keys and associated account information in accordance with company procedures.
• Assist customers with basic API-related account questions and coordinate technical issues with the appropriate internal resources.
• Troubleshoot order-flow issues and identify whether problems originate from customer setup, order data, inventory availability, or internal processing.
• Coordinate with Sales and IT when new integrations or changes to existing integrations are required.
• Maintain accurate documentation of account configurations, requirements, and contacts.
• Manage customer consolidation orders and associated timelines.
• Coordinate multiple orders or shipments according to established customer requirements.
• Monitor open orders, inventory availability, and requested shipment dates.
• Communicate with customers regarding order status, changes, product availability, and expected fulfillment.
• Work with Warehouse, Purchasing, Sales, and other internal teams to ensure consolidation orders are executed accurately.
• Identify aging or problematic orders and elevate issues when necessary.
• Provide timely and professional customer service to assigned specialty accounts.
• Research and resolve order discrepancies, shortages, cancellations, backorders, pricing questions, and other order-related issues.
• Maintain clear communication between customers and internal departments.
• Develop a strong understanding of each assigned customer's operational requirements.
• Identify recurring issues and recommend process improvements.
• Maintain documentation and standardized procedures for specialty account workflows.
• Provide backup support for other customer and order-management functions as needed.

Job description

Kinsey's is seeking a Specialty Account Operations Specialist to support international customer channels, including dropship and API-connected accounts, and consolidation orders. You will be the primary operational contact ensuring accurate order processing and prompt answers to customer questions across Sales, Operations, IT, and Accounting.

The ideal candidate is highly organized, detail-oriented, and comfortable using systems to manage multiple complex workflows.