Customer Service & Account Specialist

Job Summary

The Customer Service and Account Specialist supports sales teams and customers by managing orders, responding to inquiries, maintaining pricing, and coordinating with purchasing and warehouse operations. The ideal candidate is detail-oriented, organized, and able to multitask effectively in a fast-paced environment.

Essential Duties and Responsibilities

Order Management

• Enter and process customer orders using the Bridgestone HosePower ERP system.
• Distribute order documentation to appropriate warehouse teams.
• Confirm orders with customers via email or customer portals and provide estimated ship dates.
• Initiate part requests with the Purchasing Department for new or modified orders as needed.

Customer & Sales Support

• Respond promptly and professionally to customer and sales representative inquiries via phone and email.
• Provide quotes, pricing details, order status updates, and shipment tracking information.
• Assist customers with product returns and RMA processing.
• Support basic technical inquiries and assist with product identification.

Pricing & Documentation

• Maintain and update customer pricing files.
• Manage cost files as required or when workload permits.

Order Monitoring

• Review open order reports at least twice weekly.
• Proactively identify and resolve late shipments or back-ordered items.

Purchasing Coordination

• Monitor container shipments for imported products tied to customer orders.
• Collaborate with buyers to adjust purchasing requirements based on usage trends.

Other Responsibilities

• Assist with special projects and initiatives as assigned by management.
• Provide backup coverage for team members during absences or peak workload periods.
• Stay informed on system updates, product changes, and company policies.

 

Career Growth & Advancement

We are committed to developing our employees and offering long-term career opportunities within the organization. This role is designed as a foundational position with the potential to grow into expanded responsibilities based on performance, initiative, and business needs. Advancement opportunities may include growth in other areas of our business.

 

Team members who demonstrate strong attention to detail, collaboration, problem-solving skills, and a desire to learn will have ongoing opportunities for professional development and advancement as our business continues to grow.

Required Qualifications

Education & Experience

• High school diploma or equivalent required, bachelor's degree preferred. 
• Minimum of 1 years’ experience in customer service, sales support, or order processing.

Skills & Competencies

• Strong attention to detail and accuracy in data entry.
• Excellent verbal and written communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Strong problem-solving skills with a customer-focused mindset.

Preferred Qualifications

• Experience working with customer portals, including order retrieval, confirmations, and shipment notifications.
• General knowledge of purchasing processes and inventory management.
• Ability to work independently and take initiative in resolving issues.