Account Specialist

Requisition ID
# of Positions


Job Summary


Responsible for supporting the Best Experience philosophy by building and maintaining positive business relationships. Encompasses, but not limited to, customer support, training, mentoring, high level presentations to customers, etc..


Job Duties

  • Provides all aspects of customer service to specific key accounts, i.e., this includes, but is not limited to problem resolution, follow through and shipment expediting, public relation calls and training (customer service reps and influencers).
  • Direct interaction with key customer contacts to communicate appropriate internal issues, i.e., lead times, remake information, material outages, system upgrades, training, etc.
  • Provides ongoing account specific training on policies/programs, etc., to insure continued knowledge to customer service reps.
  • Daily communication, both verbal and written, to internal/external customers (senior level management, Merchants/Buyers, Directors, Account Managers, etc.). Communication can include rollout issues/concerns.
  • Work cross functionally to support and communicate account specific needs regarding the NPS process.
  • Sales presentations to customers to more clearly define account program/policy.
  • Gain feedback from account influencers to recommend program/policy changes to Account Managers.
  • Define and/or interprets customer program /policy to the satisfaction of both the customer and the Company to assist the CSR with problem resolution.
  • Anticipate and respond to customers’ needs by proactively identifying potential problems/concerns and working with cross functional departments to resolve.
  • Communicates to management problems affecting the quality of service provided to assigned accounts. Analyze feedback and recommend possible solutions.


Education and Experience

  • Job requires 5 to 7 years of previous related work experience

Knowledge, Skills, and Abilities

  • Project management experience
  • Excellent oral and written communication skills (written, oral, listening, and approachable)
  • Ability to effectively communicate via telephone
  • Excellent knowledge of company systems
  • Thorough knowledge of products, display and merchandise materials, customer service policies and procedures
  • Proficient in MS Word, Excel, and Power point
  • Good decision making and judgment
  • Candidate should have an outgoing personality, can think on his/her feet
  • Able to travel on commercial transportation
  • Ability to multi task effectively and perform well in a fast-paced environment
  • Ability to prioritize and balance multiple assignments/strong organizational and planning skills
  • Must be self-motivated and able to work with minimal supervision
  • Confident and comfortable presenting to a large group of people (internal/external)
  • Quality (required for all MS job descriptions)
  • Uses project plan and project schedule methodology
  • Clearly defines and utilizes processes in daily work
  • Knows MS team structure, roles and responsibilities
  • Integrates process methodology into daily work:
  • Looks for innovative ways to streamline work processes across the team.
  • Establishes forums to share best practices
  • Uses dept and company scorecard and other metrics
  • Measures own work to plan and reports out at a micro and macro level


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