Customer Specialist

• Handle the end-to-end operational relationship with customers and partners
• Capture customer short-term forecast requirements
• Propose short-term sales forecasts based on customer analysis
• Alert appropriate parties to major variations in requirements or forecasts
• Capture, record, and commit customer orders according to customer needs, agreements, and service levels
• Propose product alternatives during phase-outs or shortages
• Coordinate and optimize deliveries based on customer and partner requirements
• Manage advanced stock quantities to ensure timely supply
• Detect stock variances and implement corrective actions
• Track journeys and prepare documentation for invoicing and customs operations
• Monitor customer order portfolios and execution
• Follow up with customers and liaise with partners to ensure timely deliveries
• Alert customers about delays or service failures and engage in solutions
• Manually plan non-automated orders and loads
• Apply corrective actions in relevant applications
• Capture and manage customer requests and claims
• Resolve non-invoicing alerts, invoicing rejections, customer disputes, and past-due reconciliations
• Perform root cause analysis and implement corrective actions
• Share recurring problems with internal partners to find solutions
• Apply entity standards and procedures
• Contribute to continuous improvement of work methods and customer experience

Customer Account Specialist

• Establish, build, and maintain mutually beneficial relationships with assigned Specialty Markets clients
• Provide first-tier/routine and second-tier/complex customer service
• Analyze customer needs, identify problems, research issues, and recommend solutions
• Perform trend analysis of issues and market conditions, resulting in product, policy, or process changes
• Visit client offices for customer contact, servicing, public relations, training, and retention
• Partner with the sales department by providing information and recommendations on customer needs
• Install equipment, hardware, and software
• Provide customer training and product demonstrations, including customized presentations and delivery
• Liaise with offshore customer service operations and provide training and second-tier customer service support
• Recommend process improvements, product enhancements, and software changes
• Test alpha software and provide customer-perspective recommendations
• Provide technical support by analyzing customer systems, troubleshooting problems, coordinating fixes, and resolving issues
• Participate in sales activities, including recommending and closing enhancements/add-ons, customer sign-ups, pricing plans, contracts, and trade shows
• Work under general supervision while setting priorities and objectives
• Refer issues above scope of responsibility and approval limits to the next-level underwriter