ROLE SUMMARY:
This position is responsible for managing and supporting existing customer accounts, including securing purchase orders aligned with forecasted demand for current products. This role does not include responsibility for generating new business opportunities, which remains the responsibility of outside sales.
GENERAL DESCRIPTION:
Act as the primary account manager and main point of contact for assigned existing customers, with responsibility for overall relationship ownership, day-to-day account management, and customer service execution. This role ensures a high level of customer satisfaction by proactively managing customer needs, coordinating orders, and maintaining consistent communication across all aspects of the business relationship.
The Customer Account Specialist develops a strong understanding of each customer’s business, products, and ordering patterns, and serves as a trusted partner to support continuity, responsiveness, and long-term account stability. This position is focused on supporting existing business, including securing purchase orders aligned with forecasted demand for current products. This position collaborates closely with sales, operations, supply chain, and quality teams to ensure customer expectations are met while identifying opportunities to strengthen and support existing relationships.
ESSENTIAL FUNCTIONS:
1. Act as the primary account owner and main point of contact for assigned customers, ensuring consistent communication and relationship continuity.
2. Build and sustain strong customer relationships through regular interaction via phone, email, virtual meetings, and onsite visits.
3. Process and perform contract review of customer purchase orders in accordance with internal procedures and regulatory requirements. Pass along price changes to customers according to in house procedures and standard work.
4. Manage order entry, order changes, expedites, and return material authorizations (RMAs).
5. Maintain and monitor blanket purchase orders, consignment programs, and replenishment systems as required.
6. Communicate order changes, shipment updates, and potential delays to customers in a timely manner.
7. Develop a working understanding of customer products, applications, and ordering trends.
8. Monitor customer satisfaction and proactively address concerns or escalate issues as necessary.
9. Support revenue retention by ensuring consistent order flow and securing purchase orders aligned with forecasted demand.
10. Analyze and communicate impact of changes in forecasts, volume, or requirements to sales leadership.
11. Assist in gathering customer forecasts to support planning and SIOP processes.
12. Collaborate with internal teams to ensure customer requirements are met.
13. Participate in internal meetings regarding customer needs and order status.
14. Maintain CRM and customer records accurately.
15. Assist with inbound inquiries and route new business opportunities appropriately.
16. Perform additional duties as required.
REQUIRED EDUCATION AND EXPERIENCE
MINIMUM QUALIFICATIONS:
1. Associate’s or Bachelor’s degree preferred, or equivalent relevant experience.
2. Minimum of 3-5 years of experience in customer service, account management, or order processing within a fast-paced, customer-facing environment.
3. Demonstrated ability to effectively manage customer relationships, including navigating complex situations, resolving issues, and driving positive outcomes through sound judgment and professionalism.
4. Strong critical thinking and decision-making skills, with the ability to assess situations, identify root causes, and determine appropriate actions with minimal supervision.
5. Ability to operate with a sense of urgency when required, while maintaining accuracy and composure; understands when to escalate issues and does so proactively to ensure timely resolution.
6. Excellent verbal and written communication skills, with the ability to convey complex or technical information clearly, concisely, and professionally to both internal teams and customers.
7. High level of attention to detail with proven ability to accurately process data, including purchase orders, customer requirements, and system entries.
8. Strong proficiency in Microsoft Excel, navigating SharePoint and Google Sheets, including the ability to manage, organize, and interpret data.
9. Experience working with CRM systems and order entry/ERP platforms, with a high degree of accuracy in data input and record maintenance.
10. Ability to work both independently and collaboratively across cross-functional teams in a dynamic environment.
11. Demonstrated commitment to operating in alignment with Command Medical Products’ core values and organizational standards.
PREFERRED:
– Experience in a B2B or manufacturing environment
– Familiarity with ERP systems
– Knowledge of FDA/ISO environments and/or regulated industry experience
– Bilingual (Spanish/English)
WORKING CONDITIONS:
- Office-based work with extended computer use.
- Frequent interaction with customers and internal teams.