The Customer Support Account Specialist will primarily interface between the company and multi-million dollar customers. This role requires a hands on leader with analytical and administrative skills that can work with the various programs, internal sales team and processes to support these accounts. Expedite and coordinate flow of work within or between internal departments Confer with management regarding complex orders, return goods for credit and identify quality and/or logistic issues. Additionally, you will be responsible for preparing recurring reports for open orders, shipments, returns, credits and overall account satisfaction.

This is a Hybrid position located in Rockleigh, NJ

RESPONSIBILITIES

Develop and maintain dedicated relationships with multi-million dollar accounts and sales team Handle escalated customer situations and account issues Provide sales and support for multi-million dollar accounts and sales team during the pre and post sales process Resolve sales and support-related issues regarding orders, returns, shipping and logistic issues in a timely manner Assist with sales procedures and sales-related problems regarding expediting/tracking orders, investigate shipping/logistical issues and manage multi-million dollar accounts Research, monitor and track data in SAP/CRM databases and provide reports to customers and sales team Work with multi-million dollar accounts to find creative solutions to ensure a smooth sales and support process Expediting requests, rush orders and altering sales orders and shipping information as required Participate in trade shows and other industry events Other duties or responsibilities as required

REQUIREMENTS

EDUCATION

High School/GED, College preferred

EXPERIENCE

Minimum of 3 years of relevant experience Individual contributor with little supervision SAP/Oracle preferred Intermediate Excel and Microsoft suite Teams, Skype or Zoom General knowledge of industry practices, techniques, and standards Experience in customer service and sales support Ability to understand and communicate technical issues Trade shows/industry events Develop solutions to a variety of problems of moderate scope and complexity Verbal and written communications with customers, sales team and internal departments (order fulfillment, client relations, production, shipping, service, finance, technical support) Team player who thrives in collaborative environments Ability to work under pressure Creative thinking with the ability to multi-task Manage high volume emails and phone calls Show initiative on assignments, exercise independent judgment and professionally execute projects with little direction to achieve customer satisfaction

Per applicable state requirements, the annual pay range for this position ($50,000 - $65,000) which consists of base salary (subject to performance), reflects the hiring range for candidates. Also note, an individual’s offer may vary from this range as it may be impacted by additional factors, including but not limited to the candidate's hiring location, qualifications, experience, and market factors.