Account Services - Customer Support Specialist

AMSOIL is currently seeking a Customer Support Specialist.

Responsible for providing financial (pricing), administrative, customer service, and supply chain support for all B2B sales efforts. This includes customer order entry and processing, direct customer support, and working partnering with Production and Distribution & Logistics departments to help coordinate the production and shipment of products. Logistics include the management of third-party suppliers for production, warehousing, delivery, and vendor-managed inventory requiring the use of multiple systems. Other work assignments may include projects related to business development, SOP creation, customized label creation, and quality control checks on pricing, product availability, ship-dates, and account terms. The Customer Support Specialist also supports the management team by reviewing supply chain contracts and working directly with Finance to support team sales efforts.

Examples of Work Performed / Essential Functions:

Customer Service:

• Provide a high-level of direct support with customers throughout the product acquisition stage of sales cycle, both domestically and internally assigned.

• Respond to customer questions regarding orders, pricing, and shipments.

• Create customer accounts and assist customers with application processing and set-up

• Establish productive, professional relationships with key customer personnel. May call on and/or support efforts to make formal presentations to Owner/Operator with the objective of selling AMSOIL lubricants.

• Proactively assess, clarify, and validate customer needs on an ongoing basis by coordinating the involvement of company personnel, including legal and financial support, Operations, and management resources in order to meet department performance objectives and customer service expectations.

Customer Order Management & Processing:

• Communicate inventory needs with partnering departments in Operations, Production and Distribution.

• Provide quotes to customers as requested.

• Receive and accurately enter purchase orders into JDE - ensure accurate pricing, terms, quantity, and ship-dates.

• Coordinate logistics of shipment to customers.

• Work with international warehousing contacts to maintain a high level of support with global distribution efforts.

• Communicate order confirmation and order status updates to customers.

• Coordinate all customer returns and ensure credit is issued.

• Create/utilize detailed work instructions for internal use.

Quality Assurance:

• Serve as the primary liaison between the International Department and the Quality Assurance team.

• Intake all necessary information and input all quality issues into CRM.

• Track resolution and ensure implementation and communication of all quality issues related to the International group.

Manage Pricing and Terms Process:

• Create and manage price lists, ensuring accuracy at the departmental and customer levels.

• Provide completed P & T forms to Finance to ensure pricing accuracy within JDE.

• Review all price lists, quarterly, with supervisor & Finance to maintain acceptable profit margins.

• Manage the pricing change process with supervisor.

Continuous Improvement:

• Utilizing standard templates and software, create customer-specific industrial labels when needed.

• Ensure all information on SharePoint and CRM sites is up to date.

• Add new products and customer information to sites as required.

• Act as a key department resource for special projects.

• Work with Production & Distribution to ensure work orders are understood and completed accurately.

Minimum Qualifications:

Education and Experience:

• High school diploma or equivalent required.

• Or an equivalent combination of education and experience sufficient to perform the essential functions of the job.

• Associate or bachelor's degree in a related field preferred.

• Three or more years of experience in a related role with customer service experience.

Knowledge, skills and Abilities Required:

• Ability to successfully utilize J.D. Edwards, Microsoft Office Suite, and CRM for successful processing of orders and internal communications.

• Ability to foster, develop, and maintain professional and collaborative working relationships.

• Ability to communicate effectively, courteously and professionally with others in-person, via virtual video conferences, and over the telephone.

• Knowledge of grammar and spelling to generate written communication and to interact with the public.

• Strong public relations and customer service skills.

• Ability to develop and maintain effective working relationships with supervisors, co-workers, other staff, and members of the public.

• Self-motivated, can work independently and within a team

• Ability to set, prioritize, and manage priorities to reach goals and objectives.

• Strong organizational skills.

• Excellent problem-solving and critical thinking skills.

Benefits:

• Paid time off and paid holidays each year
• Employee bonus program
• 401(k) with company match
• Paid life, short-term disability, and long-term disability insurance
• Competitive health benefits
• Health savings account (HSA) and flexible spending account (FSA) options
• Affordable group dental, vision, critical illness, and accident insurance
• Employee discount on product
• Corporate gym membership