Customer Account Specialist

The Customer Account Specialist is a key contributor within the Inside Sales team, combining advanced customer management with leadership responsibilities. This role supports strategic customer relationships, partners closely with Outside Sales, serves as a subject matter resource for peers, and plays a critical role in driving customer satisfaction, operational excellence, and team performance. Senior ISRs are expected to independently manage complex customer issues while providing support and peer guidance across the team.
 

Key Responsibilities

• Independently manage, support, and resolve a portfolio of key and strategic customers, ensuring high levels of service, responsiveness, issue resolution and non-standard customer requirements to ensure accuracy and compliance.
• Serve as a primary inside sales partner to Outside Sales Representatives, supporting account strategies, sales trends, pricing coordination, quoting, customer follow-up, and business development opportunities, while proactively address potential issues.
• Handle inbound customer calls and inquiries, providing exceptional service and timely resolution to customer needs.
• Provide Tier 1 technical support to customers, troubleshooting product-related questions and determining appropriate escalation paths when necessary.
• Support the standardization and continuous improvement of inside sales processes, tools, best practices, and customer experience initiatives in collaboration with their peers and ISM.
• Partner effectively with cross-functional teams including Supply Chain, Purchasing, Operations, Finance, Product Management, and Sales to ensure customer commitments are met and issues are resolved efficiently.
• Demonstrate strong critical thinking, problem-solving, and decision-making skills to navigate complex customer situations and business challenges.
• Maintain exceptional follow-up and follow-through on customer commitments, internal requests, and action items to ensure timely completion and customer satisfaction.
• Model customer-focused behaviors and professional communication while fostering collaboration, accountability, and a team-first culture.