Customer Account Specialist

Customer Account Specialist

Customer Account Specialists are critical in driving business growth through relationship management and ensuring the longevity of client partnerships. This position is for the daily performance in support of all Calibration and Testing services at the PMI main facility located in Ft. Walton Beach.

Key Responsibilities:
Customer Support & Service:

• Act as the main contact for inquiries regarding products, services, and technical issues. Provide quotes, support, and identify opportunities for up-selling.
• Resolve customer equipment lists for calibration, develop, and monitor pricing estimates based on the lists.
• Understand and are able to explain calibration levels to customers (standard, with data, or 17025 accredited with uncertainties).
• Review, process and monitor customer purchase orders submitted for calibration and/or repair services.
• Create, issue and monitor purchase third party products/services from vendors from QuickBooks.
• Create, issue and monitor on-site calibration quotes including calculation of the on-site fee, including on-site paperwork for techs completing on-site service.
• Process, create and issue invoices for customers in QuickBooks.
• Creating and maintaining new customers or vendors in QuickBooks.
• Create and review Indysoft reports related to customer equipment in-process for service.
• Create packing slips for outgoing customer equipment, requested in Slack by Shipping/Receiving.
• Track past due balances on customer accounts, and notify customers as required.
• Notify customers of equipment that have failed calibration or found out of tolerance that require customer approval for repair or parts.
• Obtain quotes for subcontracted repair and/or calibration services both for customers and PMI standards and create PMI purchase orders.
• Order parts as requested, including maintaining documentation in appropriate forms and monitoring tracking of expected delivery.
• Complete any requested customer quality documentation.

Account Management:

• Maintain accurate records, process orders, handle, returns, and update billing information.
• Maintain customer accounts and track spend rates on Blanket Purchase Agreements and contact customers to add funding as needed in form of a change order or new purchase order.
• Create, maintain, and communicate on-site schedules to all appropriate contacts.
• Process and create packing slips for equipment being returned to customer upon completion of calibration services.

Problem Resolution:

• Address client complaints, provide solutions, and ensure high satisfaction levels.

Internal Collaboration:

• Coordinate with engineering, manufacturing, and quality departments to improve processes.
• Ensure any expedite requests for calibration are communicated internally to appropriate personal and that customer documentation reflects clearly expedite request.
• Notify Shipping/Receiving of new blanket purchases orders so they can update Indysoft to process customer equipment correctly.

A Customer Account Specialist (CAS) manages and maintains client relationships by serving as the primary point of contact for orders, inquiries, and issue resolution. They process transactions, update account information, support sales teams, and analyze data to improve customer satisfaction and retention.

Required Skills And Qualifications:

• Communication: Strong verbal, written and interpersonal communication skills.
• Technical Skills: Proficiency in CRM software such as QuickBooks and Microsoft Office.
• Work in lab management software Indysoft and pull reports as needed.
• Create and issue reports generated from QuickBooks.
• Work in customer portals such as, S2P, Exostar/Epic, SAP, COUPA.
• Proficiency in Microsoft Office suite (Word, Excel, Outlook) and experience with database management systems.
• Problem-Solving: Ability to resolve complex customer issues efficiently.
• Organization: Strong attention to detail for managing, documenting, and auditing records.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.