Job Description

HWI has a fantastic opportunity to join our Customer Service Team as a Customer Account Specialist II.

Summary
The Customer Account Specialist II is focused on being the first and only call by driving customer satisfaction and loyalty and acting as an advocate for the customer. The Customer Account Specialist II will serve customers by managing relationships, actively communicating with customers, addressing customer requests and proactively anticipating customers' needs. The Customer Account Specialist II will service inquiries for quotes, entering and managing orders, resolving disputes and customer complaints.

Responsibilities

• Interacting with customers via email, phone, etc. to provide a prompt response to inquiries
• Managing and processing incoming customer orders and requests
• Following up on commitments to customers and internal constituents
• Communicating and coordinating with internal departments to ensure ability to meet quality and delivery requirements
• Maintaining customer records
• Providing customer support when required with our customer facing tools and resources
• Handling and resolving customer and shipping/delivery related complaints
• Reviewing and responding to customer feedback and quality issues
• Participating in improvement teams and providing feedback on internal processes and customer experience improvement opportunities

Requirements

• The Customer Account Specialist II requires two (2) - four (4) years of customer service experience.
• BA/BS degree or equivalent practical experience
• Requires computer operation skills including, proficiency in Microsoft Office Suite and Oracle ERP.
• Exceptional customer service, interpersonal, communication and problem-solving skills and the ability to work effectively in a team environment
• Excellent organization skills with accurate and precise attention to detail
• Ability to multitask, prioritize and work independently
• Ability to handle stressful situations in a professional manner

Physical and Environmental Requirements

• Physical Activity: Requires 1/3 to 2/3 of the time sitting and less than 1/3 of the time standing, walking, using hands and fingers, reaching, and speaking/hearing.
• Lifting: Requires lifting up to 25 pounds less than 1/3 of time.
• Vision: Requires accurate close and distance vision.
• Environment: Requires more than 2/3 of the time working in an office setting with very limited exposure.
• Noise: Requires exposure to moderate noise.