Distribution Accounts Specialist

Job Summary

Distribution Accounts Specialists play a crucial role in maintaining customer satisfaction and loyalty. They act as customer advocates, diligently working to resolve service requests with the best possible solutions. Their responsibilities extend to collaborating closely with customers, channel partners, and the sales team, ensuring clear communication and comprehensive support.

Key Responsibilities

• Document customer inquiries in CRM system to provide customers and sales team with detailed summary of required action to meet customer needs.
• Collaborate and communicate with other Phoenix Contact stakeholders to provide unified service experience.
• Meet job specific service and training goals, while following work processes as defined by management.
• Allocate-time consistently to utilize training resources to continually improve job skills and knowledge.
• Continue to build a working knowledge of any customer demographics and industry standards and how they apply specific inquiries.
• Understand why the customer is asking their questions and learn how to proactively address their next set of needs before they ask.
• Build a working knowledge of applicable policies and procedures.
• Learn key stakeholders in other departments .
• Issue return material authorizations and follow–up with Quality process per Customer request.
• Prepare and Process order changes, cancellations/additions with follow-up confirmation email to Customer – collaborate with Order Entry when order is still in processing stage.
• Work with Marketing on pricing requests
• Coordinate with manufacturing for completion dates of custom parts per customer requests.
• Prepare and Process requests for expedites while analyzing data and working with Logistics for improved dates.
• Assisting the warehouse management and Accounting on invoices and shipping discrepancies.
• Handling shipping claims with preferred carriers.
• Special projects as assigned by the Central Services Supervisor.
• Other duties as assigned by manager.

Qualifications

• Associates degree in Business, logistics, or related field and two years of experience in a customer-facing role. 5 years of experience may be considered in lieu of degree
• Preferred 2 years of experience in a business-to-business sales environment
• Willingness and ability to adapt to changing departmental needs including but not limited to schedule changes
• Must be able to work with others, build relationships, and involve others in decision making.
• Exhibits a working knowledge of policies and procedures
• Demonstrated ability to accept feedback and make appropriate changes
• Ability to exercise flexibility, initiative, sound judgment, and discretion
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions
• Excellent oral/written communication skills
• Motivated self-starter with the ability to work autonomously and as part of a team
• Ability to analyze and anticipate situations, define problems and objectives, recognize alternatives, formulate solutions and implementation strategies
• Ability to meet deadlines and adjust to changing priorities to meet business goals
• Proficient computer skills (Word, Excel, PowerPoint)
• Demonstrated a basic knowledge of customer demographics and industry standards

Essential Job Functions

• Must be able to work occasional overtime
• Must be able to sit for up to 4 hours at a time and 8 hours in a day
• Regular and on-time attendance in accordance with company policies

What’s in it for you?

Phoenix Contact offers a generous benefits package that includes medical, dental, and vision coverage, 401k matching, and a generous time off package. There are also a wide variety of additional benefits available including 16 weeks fully paid maternity leave & 10 weeks fully paid paternity leave, life insurance, short & long-term disability, on-site gym access, health & wellbeing center, on-site café, walking trails, tuition assistance, and more!

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