Account Specialist

Company Name:
Grand Entrance
Grand Entrance is a division of Construction Specialties Inc., a global architectural product manufacturer. The Grand Entrance division markets to the retail, restaurant and hotel construction industries. Grand Entrance manufactures and provides solutions for wall protection, entrance flooring, anti-fatigue flooring and specialty flooring. We also provides services such as installation and maintenance.

Our Customer Care Specialist provides sales assistance and customer service by performing the following duties along with other duties as assigned.
Edits, analyzes, and interprets incoming orders from customers or sales representatives covering a wide scope of Company products.
Clarifies terminology, supplying missing or misstated information. Contact order sources to clarify or correct order discrepancies. Checks pricing and discounting, conditions of sales and customer shipping instructions.
Coordinates pricing of special items and materials with estimates based on input from territory manager. May verify shipping dates based on backlog, etc.
Maintains necessary files and records. Requires familiarity with company's products, applications and sales policies.
Prepares price quotations for material and/or freight by fax or e-mail on price book items in a timely fashion. Obtains costs, applies mark-up and determines price according to guidelines specified by territory manager. Maintains file of quotes.
Answers inquiries from customers, C/S reps and GE reps concerning price, availability or application of products, technical product information and commissions/overage. Provides guidance and assistance to customers and sales reps in oral and written form.
Handles customer/sales rep complaints and problems with accounts and products, and tries to resolve them as quickly and efficiently as possible. Includes record research, investigation, policy interpretation, and adjustment or correction.
Receives and answers telephone requests for shipping/delivery information from customers. Achieves and maintains rapport with customers and endeavors to give them the best possible service.
Uses computer system to enter orders, retrieve customer information, stock information and the status of orders. Insures that correct codes are used in retrieving and inputting information.
Follows up on inquiries by checking Customer Order Log for order/tracking information. Works closely with Production and Purchasing regarding deliveries of scheduled shipments. Maintains close liaison with other departments to carry order through to completion.
Handles the needs of sales representatives and customers. Responds to requests via telephone, e-mail, or mail in a timely fashion.
Works with customers to offer alternatives to unresolved problems.
Checks with Credit Department concerning credit status of customers.
Works within policies and guidelines in execution of duties and works in concert with Grand Entrance Management.
Proactively follows up on leads assigned from a tradeshow, space ad or other promotional device. Determine product or information requirements.
Develop rapport and relationships with customers in specifically assigned Regions. Take orders and track through delivery. Respond to any request of information or samples.
Timely completion of customer research, sales history information requests and other projects assigned by Grand Entrance management in a clear and concise format.
Keeps detailed notes of conversations and issues.
All other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:
1-3 Years of customer service experience in an office environment.

Mathematical Skills:
Solve problems that require one or two operations. Multiply negative numbers. Calculate averages, simple ratios, simple proportions, or rates using whole numbers and decimals. Add commonly known fractions, decimals, or percentages (e.g., 1/2, .75, 25%). Add up to three fractions that share a common denominator. Multiply a mixed number by a whole number or decimal. Put the information in the right order before performing calculations.

Locating Information:
Find several pieces of information in one or two graphics. Understand how graphics are related to each other. Summarize information from one or two straightforward graphics. Identify trends shown in one or two straightforward graphics. Compare information and trends shown in one or two straightforward graphics.

Reading for information:
Identify important details that may not be clearly stated. Use the reading material to figure out the meaning of words that are not defined. Apply instructions with several steps to a situation that is the same as the situation in the reading materials. Choose what to do when changing conditions call for a different action (follow directions that include "if-then" statements).

Computer Skills:
Intermediate to advanced computer skills including Microsoft Office, internet and email. IMS, Citrix, PSA, BPCS, AS400 all a plus.

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