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Shippers Supply, Inc. · 2 weeks ago

Senior Account Specialist / Customer Service - Hybrid

Golden Valley, MN

Full-time

Hybrid

Mid, Senior Level

$23/hr - $28/hr

3+ years exp

Shippers Supply, Inc. is a growing packaging solutions company that has been providing customer solutions since 1928. The Senior Account Specialist supports and manages a designated customer base, handling orders and issues of intermediate complexity while collaborating with various teams to resolve customer concerns and contribute to growth strategies.

LogisticsManufacturingPackaging ServicesShipping

Responsibilities

Provide exceptional customer service and support for Tier 2 customer accounts

Manage customer inquiries regarding orders, product information, pricing, availability, and shipment status efficiently and effectively, demonstrating strong expertise

Resolve customer issues of moderate complexity in a professional, timely and effective manner

Nurture customer relationships and contribute to customer retention and growth strategies where appropriate

Serve as second-routed support for customer service queue phone calls, handling general inquiries with intermediate product and business knowledge

Document customer interactions, escalations, and action plans with thorough accuracy in company systems

Provide guidance, overflow assistance, escalated troubleshooting, and workload support to the Account Specialist and Inside Account Managers to ensure smooth operations and shared success

Process, validate, and manage orders with ownership and accuracy

Enter, modify, and review orders while confirming pricing, availability, terms, and customer requirements

Coordinate fulfillment and shipping with internal teams to ensure accuracy and on-time delivery

Process returns, issue credits, and troubleshoot root-cause issues at the Tier 2 level

Handle sales order overflow from Inside Account Manager, ensuring continuity and service quality

Work with PIM Specialist to proactively manage PIM customer issues and support order processing within PIM programs

Partner with sales, purchasing, operations, service, and PIM teams to effectively resolve customer concerns and execute customer requests

Provide suggestions for process improvements and customer experience

Maintain intermediate-to-advanced knowledge of the company's product lines, offerings, and PIM program

Provide informed product recommendations and cross-sell suggestions to deliver added value and support customer success

Assist with some Special Stocking Agreement responsibilities for Tier 2 customers

Stay up-to-date on industry trends, program changes, and internal process updates

Continually look for ways to improve processes and systems to make them more efficient and effective

Comply with all company policies and procedures

Responsible for working safely at all times and providing a safe work environment for employees

All other duties as assigned

Qualification

Customer service experienceOrder managementMicrosoft Office proficiencyAnalytical skillsProblem-solving skillsCommunication skillsRelationship-building skillsOrganizational skillsAttention to detailSelf-motivated

Required

High school diploma or equivalent

Minimum of 3 years of experience in customer service or a related field

Strong communication and relationship-building skills

Ability to resolve issues through effective problem solving, confident conflict management, and appropriate negotiation techniques to ensure customer satisfaction

Ability to prioritize tasks and manage a varied workload in a fast-paced environment

High attention to detail and strong organizational skills

Proficiency in Microsoft Office applications (Word, Excel, Outlook)

Ability to develop strong product, pricing, and business knowledge

Analytical skills to identify issues, trends, and growth opportunities

Ability to learn and apply technical product knowledge and intermediate program requirements

Self-motivated, proactive, and eager to learn new processes, tools, and technologies