CUSTOMER ACCOUNT SPECIALIST

· Build and maintain favorable relationships with and represent Company products and services to assigned customers.

· Work toward ensuring customer satisfaction, developing new business and expanding current product lines.

· Participate in Business Development and Quote Administration activities; assist with facilitating positive customer onboarding experiences.

· Support new product introductions (NPI) or product change requests as directed.

· Track and report on customer inquiries and concerns from initial contact through resolution; maintain open communication lines with internal partners and customers, ensure prompt attention and follow- up, escalate issues and request assistance as needed.

· Assist with identifying, tracking and reporting, patterns of concern with product quality, packaging, delivery, parts, invoicing, or other Company operational or service components; actively and constructively contribute to continuous improvement efforts.

· Enter and/or ensure timely and accurate data entry into Company systems and assist with Customer Account Representative training and development.

· Assist with resolving escalated customer concerns; lead and/or conduct investigation and mutually acceptable resolution of shipping and delivery, quality, invoice, payment, and other issues.

· Participate in managing P&L aspects for assigned customers, including revenue/sales, costing and pricing activities for margin and efficiency.

· Drive and facilitate the use of Company software tools for quoting, forecasting, customer interactions, and customer complaints or corrective actions; communicate as appropriate to Company personnel.

· Contribute to delivering monthly/quarterly updates on performance metrics and delivery of Company value to customers as outlined in Nortech’s customer strategic planning and/or agreements.

· Participate in customer planning, contract proposals and negotiation, and onboarding activities as requested.

· Demonstrate and support Nortech’s Mission, Core Values, policies and procedures at all times.

· May perform other duties and responsibilities as assigned.

 

The pay range for this role is $62,000 to $70,000 annually.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, and other candidate qualifications.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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Operations - Customer Accounts