Account Specialist - Level 2 / Customer Service - Hybrid

As an Account Specialist - Level 2 at Shippers Supply, your main responsibilities will include providing exceptional customer service by addressing inquiries, resolving complaints, and facilitating order processing. You will work hand-in-hand with Outside Sales Representatives, ensuring that customer relationships are nurtured and maintained effectively. You’ll also document customer interactions, manage logistics for order fulfillment, and be proactive in offering product knowledge and recommendations. You'll be the go-to person for both customers and internal teams to enhance overall satisfaction.

To qualify for the Account Specialist - Level 2 position at Shippers Supply, you need a high school diploma or equivalent, combined with at least three years of customer service experience. Strong communication and interpersonal skills are crucial as you'll be engaging with customers regularly. Proficiency in Microsoft Office applications, attention to detail, and the ability to manage tasks in a fast-paced environment are essential for success in this role. Being self-motivated and possessing a willingness to learn new technologies are also key attributes.

The work environment for the Account Specialist - Level 2 at Shippers Supply is a hybrid model that allows for both in-office and remote work. After your initial training period, you will spend approximately 60% of your time working from home and 40% in the office, depending on departmental needs. The setting fosters teamwork and collaboration, ensuring that you have all the support needed to excel in your role while maintaining a healthy work-life balance.

As an Account Specialist - Level 2 at Shippers Supply, you are entitled to a comprehensive benefits package that includes health, dental, and vision coverage starting the first month after your hire date. Additional benefits include a 401k with company match, paid time off, paid holidays, profit sharing, and company-paid life insurance. We believe in a positive work culture that emphasizes employee well-being, offering paid parental leave and volunteer time off, ensuring you feel valued and appreciated.

Improving processes as an Account Specialist - Level 2 at Shippers Supply involves constantly assessing and providing feedback on current practices for efficiency and effectiveness. Engaging with internal teams and understanding customer needs will enable you to identify areas for improvement. You are encouraged to propose suggestions and engage in discussions that foster a culture of continuous improvement, contributing to overall operational excellence.

When discussing your customer service experience, highlight specific roles where you engaged with customers directly. Focus on the skills you've developed, such as problem resolution, effective communication, and your ability to handle high-pressure situations. Illustrate with examples of how you’ve made a positive impact on customer satisfaction.

To handle difficult customers effectively, it’s important to remain calm and empathetic. Start by listening to the customer's concerns without interrupting, validating their feelings and frustrations. Then, provide a solution or an action plan to rectify the issue. This approach shows that you take their concerns seriously and are committed to finding resolution, essential skills for an Account Specialist - Level 2 at Shippers Supply.

In managing multiple customer inquiries, organization and prioritization are key. I utilize tools like task lists and CRM systems to track interactions, ensuring nothing falls through the cracks. I prioritize urgent issues while maintaining communication with customers about any delays. This method allows me to address all inquiries effectively while maintaining high service standards.

Ensuring accurate order processing requires a keen attention to detail. I double-check all order entries against customer requests to avoid errors, confirming pricing and availability before finalizing. I also stay organized with spreadsheets or software solutions to track orders, ensuring timely communication with customers regarding their order status, an essential aspect for an Account Specialist - Level 2.

To answer this effectively, outline a specific instance where you identified a flaw in a process, proposed a solution, and implemented that change. Discuss the impact this had on customer service, efficiency, or team dynamics. This showcases your proactive mindset, a critical quality for an Account Specialist - Level 2 at Shippers Supply.

It’s important to do your research before the interview. Learn about Shippers Supply's history, mission, and product offerings. Discuss their commitment to providing effective packaging solutions and any recent developments in their product line. This demonstrates your genuine interest in the role and company, which is vital for an Account Specialist - Level 2.

Staying updated with industry trends involves engaging with professional journals, following relevant blogs, and participating in industry forums or networking events. I also regularly review product updates from manufacturers and attend training sessions when available. This commitment to continuous learning is essential for providing informed customer service as an Account Specialist - Level 2.

To answer this, provide a specific example where a customer was dissatisfied, detailing how you listened to their concerns and offered a solution that exceeded their expectations. Discuss the importance of follow-up, which can solidify customer relationships and demonstrate your effectiveness in a customer service role.

My approach to learning new products involves actively seeking out information through product training sessions, reviewing internal documents, and engaging with team members who have product expertise. Additionally, shadowing colleagues can also provide valuable insights. This proactive learning is essential for effective selling and customer inquiries as an Account Specialist - Level 2.

When answering this question, be sure to highlight your alignment with Shippers Supply’s values and mission. Share your enthusiasm for contributing to a positive team environment and your desire to enhance customer experiences, illustrating how your background and goals fit within the company’s objectives as an Account Specialist - Level 2.