The Strategic Account Support Specialist plays a vital role in ensuring smooth communication and efficient handling of orders and inquiries for strategic accounts. This position acts as the central liaison between the company and its key clients, focusing on processing equipment orders, providing timely updates on order statuses, addressing customer inquiries, and generating necessary reports.
ResponsibilitiesServe as the primary customer point of contact, managing activities such as order management, status updates, reporting, escalations, sales support, and DX Subscription support.Respond promptly to customer inquiries via email, phone calls, or virtual meetings and follow up as needed.Maintain positive relationships with strategic accounts and internal stakeholders, including sales representatives and other departments involved in the order fulfillment process.Process, organize, and communicate with clients regarding all sales orders.Create customized quotes tailored to the individual needs of the customer.Collaborate with sales managers and customers on delivery methods, graphic requests, ERP customer account system management, updates, and timely reporting.Handle customer claim requests for missing, damaged, or incorrectly shipped items, documenting these requests accordingly.Process internal order requests from internal sales partners.Generate and maintain reports related to order processing, customer inquiries, and other relevant metrics, providing insights to management for decision-making purposes.Work with the logistics team to address delivery challenges as they arise.Report errors or UI issues in CPQ (Configure, Price, Quote) to the e-commerce team.Understand daily, weekly, and monthly KPIs (Key Performance Indicators) and SLAs (Service Level Agreements).Process return authorization material (RMA) requests and assist the DBS (Database Systems) team on customer payment disputes.Participate in the validation and UI testing of customer-specific equipment order forms.Assist in coordinating customer projects from initiation to completion, ensuring project objectives are met.Identify and define complex problems or issues within the organization, utilizing root cause analysis techniques to identify underlying causes.Perform additional duties as assigned by management.
Essential Skills4+ years experience in customer service, account management, or sales support in a logistics, supply chain, or corporate services environment.Proficiency in Oracle ERP, CRM software, and Microsoft Office Suite.Strong administrative, clerical, and organizational skills.Effective interpersonal verbal and written communication skills.Ability to manage changing and conflicting priorities.Strong problem-solving aptitude.Proven ability to work effectively in a virtual space and autonomously.
Additional Skills & QualificationsExperience in negotiation, procurement, project management, and contract management.Bachelor’s degree or equivalent in business is a plus.Experience with Oracle is a plus.Bilingual abilities are a plus.Ability to manage conflict effectively.
Work Environment
The work schedule is Monday to Friday from 8 am to 5 pm, with flexible options such as 7 am to 4 pm, 6 am to 3 pm, or 9 am to 6 pm. The position requires working in the office three days per week, with remote work on Fridays. Employees can choose to work in the office on either Monday through Wednesday or Tuesday through Thursday.
Job Type & Location
This is a Contract position based out of Austin, Texas.
Pay and Benefits
The pay range for this position is $26.00 - $28.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Austin,TX.
Application Deadline
This position is anticipated to close on Aug 30, 2025.
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\n\nAbout Aston Carter:\n
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.
\n\nThe company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
\nIf you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
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