Customer Account Specialist

The Customer Account Specialist (CAS) develops and maintains customer relationships with buyers and provides support for questions related to: purchase orders, quotations, product inquiries, quality issues, and technical assistance. CAS works closely with the Regional Sales Managers to problem solve and find unique solutions to meet the customers' requests in a timely fashion in support of ODU-USA’s unique selling proposition of quickness.  Customer Service also supports the Sales team by fielding customer requests, working with the necessary departments to clear roadblocks, problem solve and ultimately satisfy all customer inquiries. Digital Marketing Specialist to manage the digital marketing programs, including content creation, digital media assets, SEO & SEM, web, display advertising campaigns and social media.

Your Tasks

  • Reviews customer purchase orders to ensure all data is correct, identifying unique requirements that do meet the ODU standard procedures; ensures Order Confirmations are sent to customers within 24 hours of receipt of order
  • Partners with necessary department(s) to ensure compliance with customer requirements before accepting an order, as well as identifies unique customer requirements and problem solves to find the best solution for all parties
  • Maintains ERP system with relevant customer data including shipping information, shipping dates, unique requirements and any other necessary information; manages the backlog process to ensure data integrity within the system, which may include on time delivery (OTD) data, monthly sales projections, monthly inventory projections, etc.
  • Responsible for full lifecycle of orders, which may include handling customer expedite requests, special or unique demand requirements; partners with Supply Chain to find creative ways to improve inventory availability
  • Creates and maintains prices lists for standard products, as well as special customer pricing for large contracts; partners with Product Management to execute price increases to the market as needed
  • Maintains solid relationships with all assigned customers, always seeking additional opportunities to meet customer requests and needs; listens to customer queries patiently with an ear toward solution, requesting support as needed
  • Works with top customers to retrieve supplier scorecards and check the on time delivery (OTD) to the established timeline in our ERP system; provides advanced notification to customers if shipments will be delayed
  • Responsible for Returns Merchandise Authorizations (RMA’s), including timely processing and resolution, partnering with internal Quality team to find best solution for customer and ODU
  • Provides basic technical support to customers, understanding part numbers and internal processes when assistance is needed
  • Responsible for additional duties and projects as assigned

Your Profile

  • Minimum of two years of customer service and/or account management highly preferred
  • Prior experience in a manufacturing, engineering or similar environment ideal
  • Strong customer service skills, able to articulate and understand requests or issues
  • Knowledge of ERP systems: MS Dynamics GP, SAP and CRM preferred
  • Proficiency with MS Office Suite and ability to navigate systems and technology required
  • Comfortable working in a fast-paced environment, handling ambiguity and changing priorities as needed
  • A team player with highly developed communication and presentation skills with the ability to work with individuals at all levels
  • Strong problem solving skills with ability to take initiative and find solutions

Equal Opportunity Employer: Disability / Veteran
As a Federal subcontractor all employees are required to be vaccinated against COVID-19

Contact person
Ashley DeWolf

Director of Human Resources

Phone number