Customer Accounts Specialist

Job Summary

This position will lead the administration of specific aspects of order processing and maintenance for new direct customers as well as specific customer accounts.  This position will act as a liaison among external customers and various Phoenix Contact teams in order to successfully fulfill customer expectations and achieve customer satisfaction.

Responsibilities

Provide answers to questions through inbound calls, e-mails, and chats from customers and sales team

Document customer inquiries in CRM system to provide customer and sales team detailed summary of required actions needed to meet customer needs

Collaborate and communicate with other Phoenix Contact stakeholders to provide unified service experience

Meet job specific service and training goals, while following work processes as defined by management

Make-time for and utilize training resources to continually improve job skills and knowledge.

Continue to build a working knowledge of any customer demographics and industry standards and how they apply to specific inquiries

Understand why the customer is asking their questions and learn how to proactively address their next set of needs before they ask

Build a working knowledge of applicable policies and procedures, and their intent

Learn key stakeholders in other departments 

Participate in Onboarding plan with key stakeholders

Facilitate Onboarding discussions and meetings with customers

Effectively communicate with customers to understand their needs and provide appropriate solutions

Demonstrate caring, individualized attention to Customers and their needs

Perform services both dependably and accurately

Demonstrate a willingness to help Customers and provide prompt service

Ensure special Customer-specific requirements for order processing, maintenance, and shipping are coordinated and performed

Complete Customer-initiated reporting requests

Process Customer purchase orders using both EDI, DCS and manual entry

Analyze data to perform advanced order maintenance and notify Customers of order changes

Initiate and maintain stocking agreements

Process requests for schedule changes, order changes, and cancellations

Process pricing and order expedite requests

Process requests for order and inventory status

Maintain Customer item cross-reference tables in the ERP system

Participate in business reviews and other Customer-initiated meetings when required

Escalates issues when necessary

Special projects as assigned by the Customer Accounts Supervisor

Qualifications

Associates degree in Business, logistics, or related field and two years of experience in a customer facing role. 5 years of experience may be considered in lieu of degree

Excellent business math skills required

Willingness and ability to adapt to changing departmental needs including but not limited to, schedule changes

Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions

Ability to analyze and anticipate situations, define problems and objectives, recognize alternatives, formulate solutions and implementation strategies

Ability to exercise flexibility, initiative, sound judgment and discretion.

Excellent oral/written communication skills

Ability to meet deadlines and adjust to changing priorities to meet business goals

Proficient computer skills (Word, Excel, PowerPoint)

Effective interpersonal skills with comfort in delivering group presentations

Preferred 2 years of experience in a business to business sales environment

Essential Job Functions

Must be able to work occasional overtime

Must be able to sit for up to 4 hours at a time and 8 hours in a day

Regular and on time attendance

Perks & Benefits

Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 16 weeks fully paid maternity leave & 10 weeks fully paid paternity leave, life insurance, short & long-term disability, tuition assistance, and more!

#LI-DZ1 Phoenix Contact is committed to the diversity of our employees. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

If you need special accommodations to access job openings or to apply for a job, please call 717-944-1300 between the hours of 8 AM and 5 PM, Eastern Standard Time, Monday – Friday or email HR@phoenixcontact.com .

Notice to Staffing Agencies, Placement Services, and Professional Recruiters:

Phoenix Contact has an internal Staffing Department. Recruiters are hereby specifically directed NOT to contact Phoenix Contact employees directly in an attempt to present candidates. Phoenix Contact will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Phoenix Contact, including unsolicited resumes sent to a Phoenix Contact mailing address, fax machine or email address, directly to Phoenix Contact employees, or to Phoenix Contact’s resume database will be considered Phoenix Contact property. Phoenix Contact will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Phoenix Contact will consider any candidate for whom a Recruiter has submitted an unsolicited resume to have been referred by the Recruiter free of any charges or fees. Phoenix Contact will not pay a fee to any Recruiter that does not have a signed Phoenix Contact contract in place specific to the position for which the resume was submitted. Recruiting vendor agreements will only be valid if in writing and signed by Phoenix Contact's Head of People & Organization or his or her designee. No other Phoenix Contact employee is authorized to bind Phoenix Contact to any agreement regarding the placement of candidates by Recruiters. By submitting a candidate to Phoenix Contact, recruiters agree to be bound and comply with this policy.