Account Specialist

Role Description: The Account Specialist is the primary contact to customers for quality/warranty services, including processing service orders and providing status updates. This person is expected to understand and satisfy customers' requirements and exceed their expectations with best-in-class services, routine communication, and prompt responses. Responsibilities: * Responsible for building and maintaining relationships with Sales Points and Sales Representatives to strengthen relationships with customers. * Collaborates with Quality Assurance, Product Development, Finance, Manufacturing, Purchasing, Logistics, and Demand Management to ensure all aspects of customer orders are understood, documented, planned, and executed. * Documents and communicates quality issues in Salesforce Case system. * Provides an excellent customer experience by treating customer complaints as an opportunity to build customer loyalty, while taking ownership of the customer's problems at the first point of contact. * Resolve warranty claims to customer's satisfaction. * Process service orders and customer credits. * Ability to think creatively and see the "big" picture when resolving issues. * Seek opportunities to improve and simplify processes. Skills to Perform This Role: Interpersonal Skills * Supportive of and engaged with teammates. * Positive attitude and approach in all aspects of working relationships. * Direct, fair, and honest in communications. * Effective use of time management, not for personal use Communication Skills * Prompt professional verbal and written communications. * Understands appropriate and positive body language. Business Skills * Strong problem identification and problem-solving skills. * Good understanding of customer service and other areas of business to develop a strong relationship with customer(s). * Demonstrates commitment to Kimball Hospitality and our customers. * Demonstrates a strong sense of ownership in all aspects of work. * Demonstrates trustworthiness within all of Kimball Hospitality. * Continue growth & development by attending courses and reading relevant journals. * Documents and maintains tasks including ownership, due dates, status and appropriate project related information. * Demonstrates initiative and attention to details in all aspects of work. * Assists sales, project managers, demand, purchasing, and logistics by making decisions regarding what is the best interest of our customer to meet their needs. (For example: which port to deliver product, where product should be produced, accessorial freight charges, etc.) Technical Skills * Proficient user of ERP systems, Microsoft Office and Outlook email. * Embraces processes, technology, and change. * Some knowledge of products and services.

Created: 2025-01-08