Independent Account Service Specialist

Role Title:
Independent Account Service Specialist
Waltham, MA
Job Advert Description

The Independent Account Service Specialist provides account management for our customers by email and/or inbound phone calls. Partners with multiple parts of the organization internally and externally to provide overall the best customer service while ensuring the best experience for the customer. Manages an order book across different territories within the US.



  • Responsible for communication to customers and Territory Managers regarding purchase order changes, pricing variances, shipping status, availability. Proactive communication to sales & customers on potential challenges to customer orders.
  • Manage and maintain customers’ expectations; utilizing reports and identifying potential supply/demand challenges.
  • Maintain standards of business including but not limited to; Order Entry, timely communication to customers, shipping numbers
  • Partner with Demand Fulfillment team to maximize shipment potential and to ensure the delivery and shipping on time of product.
  • Partner with Customer Operations and warehouse on a consistent basis to maintain services to an account. Fill rates, shipping information, labelling and ship methods are important to maximize quick turnaround time to a customer.
  • Collaborate with the Sales Team on a daily basis to ensure customer requirements are being met and to address any opportunities to improve business.
  • Receive inbound calls & emails from customers and Territory Managers.
  • Promote timely resolution of purchase order changes, credits, pricing changes, allowance forms, email, and all other inquiries


Skills, Knowledge and Experience:

• High School Diploma Required; Bachelor’s degree preferred

• Customer Service Experience

• Obtain strong relationship and communication skills –written and oral and ability to work in a team environment

• Ability to prioritize workload- organizational skills

• Account management or service preferred

• Strong process skills and understanding of how to incorporate enabling technology; Ability to utilize multiple applications

• Reporting skills preferred

• SAP Experience, but not required

Apply now
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