Account Specialist - Kimball International

Role Description:



The Account Specialist is the primary contact to customers for quality/warranty services, including processing service orders and providing status updates. This person is expected to understand and satisfy customers’ requirements and exceed their expectations with best-in-class services, routine communication, and prompt responses.



Responsibilities:


* Responsible for building and maintaining relationships with Sales Points and Sales Representatives to strengthen relationships with customers.
* Collaborates with Quality Assurance, Product Development, Finance, Manufacturing, Purchasing, Logistics, and Demand Management to ensure all aspects of customer orders are understood, documented, planned, and executed.
* Documents and communicates quality issues in Salesforce Case system.
* Provides an excellent customer experience by treating customer complaints as an opportunity to build customer loyalty, while taking ownership of the customer’s problems at the first point of contact.
* Resolve warranty claims to customer’s satisfaction.
* Process service orders and customer credits.
* Ability to think creatively and see the “big” picture when resolving issues.
* Seek opportunities to improve and simplify processes.



Skills to Perform This Role:



Interpersonal Skills


* Supportive of and engaged with teammates.
* Positive attitude and approach in all aspects of working relationships.
* Direct, fair, and honest in communications.
* Effective use of time management, not for personal use

Communication Skills


* Prompt professional verbal and written communications.
* Understands appropriate and positive body language.

Business Skills


* Strong problem identification and problem-solving skills.
* Good understanding of customer service and other areas of business to develop a strong relationship with customer(s).
* Demonstrates commitment to Kimball Hospitality and our customers.
* Demonstrates a strong sense of ownership in all aspects of work.
* Demonstrates trustworthiness within all of Kimball Hospitality.
* Continue growth & development by attending courses and reading relevant journals.
* Documents and maintains tasks including ownership, due dates, status and appropriate project related information.
* Demonstrates initiative and attention to details in all aspects of work.
* Assists sales, project managers, demand, purchasing, and logistics by making decisions regarding what is the best interest of our customer to meet their needs. (For example: which port to deliver product, where product should be produced, accessorial freight charges, etc.)

Technical Skills


* Proficient user of ERP systems, Microsoft Office and Outlook email.
* Embraces processes, technology, and change.
* Some knowledge of products and services.





Qualifications:



Educational


* Customer Service Experience (preferred)
* High School Diploma (required)
* College Degree (preferred)

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled