Job title:  Customer Account Specialist

Brief Description

The Customer Account Specialist serves as the primary point of contact for customer inquiries and orders, handling all aspects of account management from order entry and product research to pricing, delivery coordination, and issue resolution. The role involves collaborating with internal teams to ensure accurate and timely fulfillment, maintaining detailed records, analyzing sales trends, and proactively identifying opportunities to enhance customer satisfaction and drive revenue growth.

Key Responsibilities

• Receive customer inquiries and orders via phone, fax, email, and/or mail; analyze customer requests to determine needs and follow up to secure new orders.
• Research engineering records, drawings, bills of material, and manufacturing records to determine correct parts identification, manufacturing costs, and appropriate selling prices.
• Determine parts availability, advise customers on price and delivery timelines, and secure sales orders. Enter orders accurately into the business system and monitor progress through delivery.
• Review inventory levels, pricing, and profit margins; recommend adjustments to the NA Service Manager based on sales trends and customer demand.
• Address customer requests and concerns to maintain the highest possible level of customer satisfaction, including processing return goods following established procedures.
• Adjust customer serial number databases as changes occur and communicate updates with other Account Managers.
• Proactively manage assigned customer accounts by building strong relationships, anticipating needs, and offering tailored solutions and product recommendations.
• Identify and pursue upselling and cross-selling opportunities based on customer history, usage patterns, and product lifecycle.
• Conduct periodic check-ins or account reviews with key customers to ensure satisfaction and explore future sales opportunities.
• Collaborate with engineering, logistics, finance, and external sales teams to resolve complex customer issues and ensure seamless order fulfillment.
• Investigate and resolve customer complaints or order discrepancies, escalating unresolved issues as needed for prompt resolution.
• Maintain accurate and detailed records of all customer interactions and sales activities using CRM and ERP systems.
• Generate and analyze reports related to order status, sales performance, and customer feedback; provide insights to management and contribute to continuous improvement.
• Participate in team meetings and cross-functional initiatives to improve customer service processes and internal communication.
• Stay informed of company product updates, inventory changes, and industry trends to better serve customers and support sales strategy.

#1ANDRITZway Core Behaviors

• Customer Focus
• Ownership for Performance 
• Shared Commitment
• Openness

Job Specific Competencies

• Customer Service Excellence
• Order Management and Processing
• Product Knowledge and Technical Proficiency
• Account Review and Customer Retention
• Sales and Upselling Skills
• CRM and ERP System Proficiency
• Complaint Resolution and Problem Solving
• Cross-functional Collaboration
• Communication and Interpersonal Skills
• Time Management and Organization
• Adaptability and Continuous Learning
• Attention to Detail

Qualifications (Required)

• High school diploma or equivalent, relevant work experience may be considered in lieu of a degree
• 1-3 years of experience in customer service or sales, preferably with a strong focus on account management or order processing.

Other Valued Experience, Knowledge, Skills & Abilities (Preferred)

• Bachelor’s degree in business administration, sales, marketing, or a related field
• 3-5 years of proven experience in sales order management and upselling or cross-selling products/services.
• Demonstrated mechanical aptitude with the ability to understand and work with tools, machines, or mechanical systems.

Physical Requirements and Environmental Conditions

• Primarily sedentary work, with the ability to sit for long periods
• Occasional light lifting (e.g., office supplies, documents).
• Frequent use of computer, phone, and other office equipment for data entry and communication.
• Visual acuity for reading documents, emails, and reports, along with typing and navigating systems.
• Fast-paced work environment, often managing multiple tasks simultaneously.
• Frequent interaction with internal teams and external customers
• Noise level typically low to moderate

Other Requisites

• Limited travel within the region in support of customer relationships and business opportunities (less than 5%).
• We are an AA/EEO/Veterans/ADA Friendly Employer
• Legal status to work in the United States is required