Account Relations Specialist

  • Express Employment - CO | FL | GA | HI
  • Miami, FL, USA
  • Apr 11, 2018

Job Description


Salary: $40,000

Account Relations Specialists interact with customers responding to inquiries, inputting orders, verifying orders, giving accurate information on expected delivery dates, and responding to the initial Quality Incident Reports (QIR).

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Manage the sales order process through to billing, adhering to agreed turn-around times and processes working with the sales team, production, and customer to ensure satisfactory completion of orders.
  • Determine customer requirements, and expectations, recommend products based on cost, availability and specifications.
  • Proactively recommend products and provide technical information to customers at the point of sale to increase the average order size.
  • Generate picking list for approved sales orders. Match orders to picking list against bill of lading and customer orders. Resolve any discrepancies.
  • Schedule and monitor shipment dates to ensure timely delivery and communicate any deviations from established parameters to all parties involved, including the customer.
  • Generate billing invoices after verifying pricing, credit and terms in accordance with standard procedures, customers' profiles and shipping records.
  • Contact customers following sales to confirm order, make changes to orders or verify delivery schedule.
  • Record customer complaints and generate a Quality Incident Report for customers using probing techniques to capture the information needed to process the QIR.
  • Accurately take and process all sample and literature requests.
  • Accurately take the information inquiries from potential customer inquiries, probe for additional information, and transmit to the proper request to the appropriate Account Manager or technical person.
  • Set up and maintain customer files and database. Ensure customers' names, addresses, billing information, and product specifications are accurately entered in customer profile.
  • Send out mass mailings, price increase letters and all sales and marketing literature to customers and potential customers. Verify that items are addressed correctly, marked with the proper postage, and in suitable condition for processing.
  • Generate various sales reports on a weekly, monthly and quarterly basis.
  • Attend and actively participate in all Account Review meetings.
  • Actively participate in all projects team activities including social media coordination integrating our public relations and marketing strategies to promote the brand.
  • Be proficient with telephones, fax machines, personal computers, and the internet in efficiently receiving and transmitting information to customers.


SUPERVISORY RESPONSIBILITIES

No, however, ARS will plan, direct and control specific job tasks. Incumbent will be responsible for meeting timelines, taking on new responsibilities, and mastering new skills. ARS will oversee the overall direction and management of assigned tasks. Provide weekly status reports and project tracking updates. Establish project management policy and guidelines, prioritize projects and obtain resources needed to complete assignments. Position can transition to a supervisory role once knowledge, skills and abilities required of a supervisor are mastered, including the fostering of working relationships.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Employee must have a high school diploma or general education degree (GED) and a minimum of five (5) years work experience in the manufacturing industry that includes a minimum of three (3) years in the field of customer service.



LANGUAGE SKILLS

Proficiency in the Spanish language a must. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Employee must have the ability to calculate figures and amounts such as board footage, fractions, decimals, discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Membership in the International Customer Service Association (ICSA) is strongly recommended. Professional Designation such as Certified Customer Service Professional (CCSP) is preferred.

Monday- Friday

8AM - 5PM

In Opa Locka Area

Express Office: Miami-Dade (South)

10491 North Kendall Drive

Suite F-202

Miami, FL 33176