Job Title: Account Management Specialist/Service Coordinator

Job Description

We are seeking a dedicated individual to support our mid-west sales team and their customers. This role involves providing exceptional support and information on our products and services through various communication channels.

Responsibilities

• Interact with customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Collect and enter orders for products.
• Field customer questions and complaints, forwarding complex issues to the appropriate specialist or staff.
• Ensure appropriate actions are taken to resolve customer problems and concerns.
• Maintain customer accounts and provide timely communications to all internal departments and external customers.
• Manage and provide solutions to customer inquiries.
• Initiate and facilitate the customer complaint process.
• Process returns and issue credit in a timely manner.
• Collaborate with sales and purchasing to verify requirements are met.
• Manage order backlog to avoid stockouts.
• Track and manage customer forecasts.
• Update the system with all relevant information collected during customer service activities, including new customer details.

Essential Skills

• 2-3 years of account management and B2B customer service experience.
• Experience working with an ERP system and entering orders, ideally Macola.
• Strong attention to detail and professionalism.
• Proficiency in Microsoft Office.

Additional Skills & Qualifications

• Experience working for a packaging company, a manufacturing company, or a distribution company.

Work Environment

This position is based in Cleveland. Initially, the role will be onsite for training, followed by a potential hybrid work arrangement. The company is family-owned, fostering strong relationships and a family-like atmosphere.