The Account Specialist is responsible for providing Entrust's internal and external customers with a highly-reliable customer service experience. The position requires the use of independent judgment to build customer relationships, manage all assigned customer projects and orders; interpret and apply Entrust business practices and systems; troubleshoot and resolve all customer satisfaction issues.
Our colleagues demonstrate best-in-industry experiences by building trust and providing effective and timely results for our customers.
Responsibilities:
- Proactively manage all orders from receipt to closure, communicating via email and phone calls.
- Provide customer order management and issue resolution including, but not limited to: Analyzes and manages reporting information as it applies to delivering accurate and effective order management to customers. Develops and maintains effective working relationships with internal teams, partners and customers. Delivers on commitments to internal and external customers by identifying unseen barriers and addressing in a proactive manner. Ex: on-time delivery, correct quantities, special shipping instructions, etc. Serves in compliance with the operational rules while working in a multi-task environment. Accurately validates pricing and availability inquires, etc.
- Identify, research, and resolve customer questions and inquiries
- Provide status updates to customers and Sales regarding orders.
- Address opportunities for process and/or system improvements to enhance the customer experience.
- Serve as a liaison between customers and non-customer facing colleagues to ensure timely, appropriate transfer of information and response to inquiries. Accurately documents inquiries into proper databases and routes to appropriate support teams.
- Will serve as a subject matter expert liaison for the team.
- Meet or exceed Account Specialist performance standards and metrics with a focus on quality, accuracy, timeliness and effective communication.
- Collaborate with colleagues as needed to manage workload.
Qualifications:
- 4+ years of order management or supply chain management role experience
- Experience in a service or manufacturing environment utilizing integrated business systems.
- Language: Business level English, and Native level Japanese
- Excellent verbal and written communication skill.
- Able to work independently and in a team environment, demonstrating professional demeanor in all work-related interactions.
- Demonstrate excellent collaboration skill in a remote team environment
Preferred Qualifications:
- Customer Service experience in a business to business environment
- Familiarity with Oracle EBS, specifically for order management and service management
- Proficiency with Salesforce.com or another CRM system
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