Account Specialist (Administrative)
The Account Specialist is responsible for delivering exceptional advisory sales and customer service. The role includes answering calls courteously and efficiently, processing orders accurately, probing for business needs, and assessing client expectations. The specialist provides customers with specific data regarding their orders and adjusts their schedule to accommodate the varying complexities of each account. Effective writing skills, telephone etiquette, a sense of urgency, and a professional attitude are essential.
Key responsibilities include navigating the SRNA website and Speedshop web portal, which customers use for order processing, obtaining shipping documents, submitting claims, viewing statements, and managing debits/credits. The Account Specialist must also learn about our products, including features, benefits, warranties, sizing, and applications, and effectively communicate this information to customers.
Additionally, the specialist must communicate with all departments to ensure timely order release, accurate pricing, and fulfillment of shipping requirements and any other special needs. Handling credits/debits due to invoice discrepancies and managing return requests due to miss-shipments is also part of the role. Maintaining up-to-date department reference guides for all customers, training backup personnel, and establishing a routine weekly schedule that aligns with customer needs are critical tasks.
Essential Job Functions
- Advisory Sales
- Answer Calls
- Build/Maintain Customer Relationships
- Communication
- Process Orders/Returns
- Process Credits/Debits
- Maintain Customer Information
- Data Analysis
- Navigate SRNA Web Portals
- Product Knowledge
- Coordinate Shipments
- Administrative Duties
Work Experience
- Minimum of three (3) years of Call Center Sales experience, account management, or a related field.
- Proven proficiency in sales and meeting/exceeding sales targets.
- Detail-oriented and self-motivated.
Academic/Training
- High School Diploma or equivalent (GED) required; a bachelor's degree in a related field preferred.
- An equivalent combination of education and experience sufficient to perform the essential duties of the job.
Skills
- Proficient in MS Office (Word, Excel, Outlook) and CRM software (Oracle).
- Proficient in 10-key by touch.
- Basic math and accounting skills.
- Strong communication and customer service skills, both verbal and written.
- Experience in managing and maintaining client relationships is a plus.
- Excellent organizational and time management skills.
- Strong analytical skills, attention to detail, and ability to work under pressure and meet deadlines.
- Ability to handle high-volume inbound customer phone calls professionally.
- Knowledge of SRNA products or websites is highly desirable but not mandatory.
MINIMUM QUALIFICATIONS
Minimum of three (3) years of Call Center Sales experience and training. Proven proficiency in sales and meeting/exceeding sales targets. Must be detailed oriented as well as self-motivated. High School Diploma or equivalent (GED), a bachelors degree preferred, or related field, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job. Must be proficient in MS Office (Word, Excel, and Outlook), as well as 10-key by touch. Must have basic math and accounting skills. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Must have excellent communication and customer service skills, knowledge of SRNA product or website, and the ability to handle high volume inbound customer phone calls. Must be able to stand, sit, move, and use fingers for extended periods of time. May require walking primarily on a level surface, reaching above shoulder heights and below the waist, as well as lifting up-to 25 pounds for files and computer printouts.
The work environment is typical of an office environment where the air is controlled and kept at mild temperatures. However, there will be occasional exposure to warehouse areas where certain areas require the use of personal protective equipment including goggles and boots. The Physical Demands and Work Environment described herein represent the environment and physical demands that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
