Account Manager Assistant in Carlsbad, CA at Vaco

Date Posted: 8/21/2019

Job Snapshot

Job Description

Customer Service - Account Manager

Account Manager Assistant: Provides support to account managers within departments regarding order status, shipping dates, product availability and back orders; may communicate appropriate information to customers. Responds to customer product inquiries and escalates satisfaction issues as appropriate. May ensure product delivery in accordance with customer requirements and manufacturing capabilities. May answer phones, take product orders and input sales order data to consumer data systems. Investigates problems related to shipment of products, credits and new orders. Interfaces with and supports company sales representatives. Entry level position within job family requiring two years of related experience. Performs core responsibilities which are routine in nature, requiring limited judgement with little or no role in decision-making. Solves problems within a limited scope of responsibility that may require detailed instructions.

Core Job Responsibilities:

Customer Service processes orders for customers including tracking and reporting on order status, shipping dates, product availability and back orders. Responsibilities include investigating customer complaints as well as problems related to shipment of products, credits and new orders. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).

Communicates with all areas of management including:

  • Sales team as well as distributors
  • All internal departments; Marketing, Accounting, Operations, Regulatory and Customer Service Team
  • Problem solving, catering to customers and working with team members daily to provide excellent customer service
  • Monitors Epicor transactions for accuracy. Assists in testing of new/revised SOP's.
  • Identifies errors and creates solutions that increase accuracy, efficiency and service for our customers
  • Uses problem solving skills to determine the problem and devise a course of action to mitigate the problem.
  • Processes and coordinates customer transactions
  • Ensure that all requests are processed accurately and on time
  • Processing orders
  • Responding to customer and distributor complaints

Knowledge, Skills and Abilities' (KSA):

The Customer Service team must possess the following skills and demonstrate increasing proficiency in each area throughout their career development.

  • Must have strong computer skills
  • Strong sense of customer service and team-oriented skills
  • Excellent organizational, prioritization and multi-tasking skills
  • Excellent communication skills
  • Strong attention to detail
  • Professional phone & email etiquette