Account Specialist II

Job Summary

The Customer Service Account Specialist II is responsible for providing advanced customer support while managing customer accounts, orders, and service requests. This role serves as a liaison between customers, sales representatives, operations, and internal departments to ensure timely and accurate order processing, issue resolution, and overall customer satisfaction.

The ideal candidate demonstrates strong communication skills, attention to detail, problem-solving abilities, and the ability to work in a fast-paced environment while maintaining professionalism and accountability.

Key Responsibilities

• Process customer orders accurately and efficiently within established timelines 
• Review purchase orders for accuracy, pricing, product availability, and delivery requirements 
• Monitor and communicate backorder status, ETA updates, and delivery schedules 
• Research and resolve customer inquiries regarding orders, shipments, invoices, returns, and product availability 
• Maintain accurate customer account and order documentation in company systems 
• Coordinate with Sales, Inventory, Transportation, Operations, and other internal teams to resolve issues 
• Handle escalated customer concerns professionally and provide timely follow-up 
• Identify and prevent duplicate orders or account discrepancies 
• Assist with RMA requests, credits, returns, and delivery issues 
• Ensure compliance with company policies, procedures, and service expectations 
• Support team goals related to productivity, quality, and customer satisfaction 
• Participate in training, process improvement initiatives, and team meetings 

Preferred Skills

• Experience with order entry and inventory management systems 
• Knowledge of transportation, logistics, or distribution processes 
• Ability to prioritize tasks in a fast-paced environment 
• Strong follow-up and customer relationship management skills 

Work Environment

• Fast-paced customer service environment 
• Heavy phone and email communication 
• Ability to manage multiple priorities simultaneously 
• May require handling back-to-back calls and case management tasks 

• High school diploma or GED required; associate or bachelor’s degree preferred 
• Minimum of 2 years of customer service, account management, order entry, or related experience 
• Experience working in a fast-paced customer service or call center environment preferred 
• Strong verbal and written communication skills 
• Ability to manage multiple tasks and priorities simultaneously 
• Strong attention to detail and organizational skills 
• Ability to professionally handle escalated or difficult customer situations 
• Strong problem-solving and critical-thinking abilities 
• Experience processing orders, reviewing purchase orders, and managing customer accounts 
• Ability to work independently and collaboratively within a team environment 
• Proficient in Microsoft Office (Outlook, Excel, Word) and ERP/order management systems 
• Ability to meet productivity, quality, and compliance expectations 
• Comfortable handling back-to-back calls, emails, and case management responsibilities 
• Strong follow-up skills and commitment to customer satisfaction 
• Reliable attendance and accountability required 
• Ability to adapt to changing business needs and processes