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Customer Account Specialist
Ref No.: 17-09855
Location: Union City, California
Position Type:Direct Placement
Experience Level: 4 Years
Sales Support Specialist
Union City, CA
  • The Customer Account Specialist is responsible for providing a high level of service to customers. This position interacts with internal customers, including sales teams and supporting functional teams; and external customers to handle a variety of pre-sales, order management, consignment and post-sales activities. The position receives customer requests, documents the requests, and completes processes to record revenue.The Customer Account Specialist provides ongoing and proactive support to all Sales team members, with a goal of creating positive and productive customer experience
Essential Job Functions:
  • Process and troubleshoot all incoming orders through EDI, phone, fax & email. Orders include both soft goods and capital equipment, which must be processed accurately and in line with product pricing & delivery.
  • Run reports on a daily basis, according to department procedures, and review the report details to ensure orders transact correctly.
  • Utilize the SAP system to process all orders (from internal and external customers), as well as generate relevant reports. Manage all aspects of order fulfillment for US & International Order management full cycle functions such as administration, booking, backlog and/or shipment management.
  • Ensure consignment transactions are processed correctly for appropriate inventory tracking within the ERP system.
  • Process demo and/or trade show inventory transaction requests for physical and/or virtual product movement.
  • Serve as main and secondary contact on key customer communication and deliver superior service to ensure positive and productive customer experience; develop and maintain positive customer relations.
  • As part of the customer support team, work towards achieving financial goals and objectives set by the department.
  • Research status of order placement and relay information to customer as needed. Investigate and correct errors by examining customer and company records.
  • Adhere to and comply with regulatory and /or country requirements (import/export, licenses, & proprietary information)
  • Participate in continuous process improvements by providing input and descriptive, yet concise, documentation for the department's processes; assist in developing process documentation and keeping it updated to ensure optimal efficiencies are reached within and across teams.
  • Resolve product issues by clarifying the customer's questions and/or concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting to resolve the issue; following up to ensure resolution.
  • Upsell; probe, suggest, and recommend products to customers.
  • Ensure escalated customer related issues are addressed quickly and as positively as possible.
  • Support various product audits and audit resolution actions.
  • Pursue engaged continuous learning in all areas related to the customers; both direct and indirect "ownership” for everything touched.
  • May be assigned to specific projects by management.
  • Responsible for cleanliness, organization, and overall Sales Operation Department appearance.
  • Train and instruct other members of the department and the company by passing along skills and information to assist them in their development and advancement.
  • Analyze problems and formulate plans resulting in quick resolve while maintaining a high degree of quality. Make sound and logical decisions and choose the appropriate course of action based on the parameters of the situation at hand and to use continual improvement problem solving skills.
  • Create an ongoing effort to improve the Company and the Sales Operations Department through personal action and by contributing ideas to support both the Department and Company's ongoing improvement efforts.
  • Understand business objectives and the relationship between Sales Operations Department and those objectives; to support and follow the Corporate Vision, Mission & Values Statements, to maintain the services and quality levels set by the company, and to continually enable the companyto be a great place to work.
  • Understand, follow and support the company internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).
Minimum Qualifications
  • The qualifications below are the knowledge, skills, and abilities required to do this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:
  • Requires 2 to 4 years of related experience. Experience with SAP or top tier ERP system. HS diploma, or equivalent combination of education and experience.

Knowledge, skills and abilities:
  1. Demonstrated outstanding communication skills; pleasant demeanor and clear telephone speaking voice.
  2. Keen sense of urgency to process all orders in a timely manner.
  3. Strong computer skills; experience working with Word, Excel, Outlook, and other computer programs.
  4. Working knowledge of ERP system for order entry (capital equipment). Previous SAP experience is preferred within a Sales/Customer Service environment. Experience working with EDI orders is preferred.
  5. Able to type a minimum of 50+ wpm preferred.
  6. Excellent interpersonal and communication skills, including written, verbal and articulation skills.
  7. Strong customer service focus; ability to problem solve and follow through on customer requests or concerns.
  8. Ability to stay focused, high attention to detail, and ability to multitask in a fast-paced environment. Knowledge of medical device or capital equipment orders is a plus.