Job Title: Account Support Specialist
Location: Remote
Work Shift: 8:30AM-3:00PM (M-TH) (30 min lunch), 9AM-12PM Friday (no lunch)
Working Hours: 29 hours
Job Description:
We are seeking a dedicated and organized individual to join our team as an Account Support Specialist. As an Account Support Specialist, you will play a crucial role in providing exceptional customer service and account management to our valued clients. Your primary responsibilities will include handling inbound emails and calls, managing requests for quotes, ETA inquiries, plant entry requests, warranty issues, and new customer requests.
Responsibilities:
Answering Inbound Emails/Calls:
- Respond to requests for quotes by gathering necessary information and providing timely
quotes via email. Quotes should include pricing valid for a period of two weeks.
- Handle ETA inquiries by referring to the order details, providing the scheduled ETA.
in case of any delays, address the issue during the 10:30 meeting.
- Manage requests from individuals seeking entry to the plant, including truck drivers,
interviewees, and cold-calling sales representatives. Coordinate with supervisors or
follow established protocols to handle each request appropriately.
- Handle warranty issues by sending the dealer a template to fill out, including required
pictures. Work collaboratively to determine the best approach for repairs.
New Customer Requests:
- Administer the new dealer questionnaire to gather essential information from potential
customers. Review and forward the completed questionnaires to the appropriate
personnel for evaluation.
Paperwork:
- Input orders into the system, creating electronic copies for remote proofing.
- Maintain an organized electronic file system for all orders, ensuring easy retrieval and
accessibility.
- Create delivery routes using current software and print matching order paperwork for
efficient order fulfillment.
- Print paperwork for UPS shipments, facilitating order pulling purposes. Schedule regular
UPS truck pickups based on order readiness (typically 1-2 times per week).
- Invoice orders delivered or picked up the previous day. Share copies with the designated
personnel for proofing before sending them to customers; accounts payable
departments.
- Data Entry/Reporting:
- Manage the Inventory Dashboard on a bi-weekly basis. Print inventory sheets and
update the numbers based on information provided by the plant floor.
- Generate and send purchase orders (POs) to vendors. Approve POs and update the
dashboard accordingly. Update the inventory based on received POs, ensuring
accuracy.
- Perform a weekly update of the Extrusion Cut Sheet, entering data related to parts cut
and material received.
Additional Responsibilities:
- Conduct quarterly reviews with customers to assess their satisfaction levels, identify
areas for improvement, and explore opportunities for cross-selling.
- Maintain the CRM system by populating it with accurate and up-to-date client
information.
- Follow up regularly with clients after closing a sale to ensure their satisfaction,
particularly with new storm window customers.
- Proactively approach prospective clients through various means, including cold-calling
and email outreach, to expand our customer base and regain lost accounts.
Requirements
- Bachelor’s Degree
- Possessing a robust track record in account managerial roles
- Previous experience in customer service, account management, or sales support roles
- Excellent verbal and written communication skills
- Strong organizational and time management abilities
- Proficiency in using computer systems and software for data entry, reporting, and CRM
- management
- Self-motivated with the ability to work independently and as part of a team
- Comfortable with cold-calling and proactive client outreach
- Detail-oriented with a focus on accuracy and quality
Philippines
