Account Support Specialist

JOB SUMMARY

The Account Support Specialist is responsible for delivering exceptional support to our customers while managing the full cycle of order processing through Electronic Data Interchange (EDI) systems. They ensure accurate order entry, coordinate with various departments such as shipping, sales, and finance, and resolve any order-related issues. Additionally, this role requires regular direct customer communication as they handle inquiries, product returns, and various other service-driven tasks via phone and email.

KEY RESPONSIBILITIES

Order Processing

• Monitor, receive, and process customer orders

• Create and validate EDI documents (POs, ASNs, invoices, etc.) and ensure accurate data transmission

• Create and audit various shipping documents such as Bill of Ladings and shipping labels

• Ensure compliance with customer-specific requirements (acknowledgements, routing, etc.)

• Collaborate with interdepartmental teams (shipping, finance) to coordinate successful order processing

Customer Service

• Serve as main point of contact for assigned customer accounts

• Respond to Vanicream related customer inquiries via phone and email in a professional and timely manner

• Empathetically and efficiently resolve customer complaints and order discrepancies, while appropriately documenting interactions

• Process credit card payments and refunds, maintaining customer confidentiality

• Perform various office tasks as needed such as document reviewing, scanning, sorting, (and other) in support of the team

COMPETENCIES/QUALIFICATIONS

• Ability to perform basic to advanced computer functions across a variety of systems

• Strong organizational skills and ability to meet timelines

• Excellent verbal and written (typing) communication skills

• Ability to work independently and as part of a team

• Driven and service-oriented mindset with attention to detail

• Accurately follow processes and procedures

• Strong familiarity with computer systems such as Microsoft Excel, Word, Outlook

• Familiarity with EDI operations, systems, and processes is preferred

• Familiarity with logistical operations is preferred

• Adaptability and a positive attitude

• Problem-solver while working across departments

WORK ENVIRONMENT

• This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, scanner, filing cabinets and fax machines.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job.

• This job requires sitting and standing for extended periods of time and the employee must be able to perform tasks and repetitive motions (keyboarding, telephone use, etc.) daily. The employee is occasionally required to sit; stoop, kneel, crouch or stand for periods of time. The employee must occasionally lift and/or move up to 25 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

USUAL WORKING HOURS

• Monday – Friday, 8:00 a.m. to 4:30 p.m.

• Capability to work extended hours, or different hours if necessary.

TRAVEL AND SUPERVISORY RESPONSIBILITY

• There is no travel or supervisory responsibility required for this position.

REQUIRED EDUCATION/EXPERIENCE

• Two-year college degree

• H.S. Diploma or equivalent with at least 2 years of experience in order processing, customer service, and/or EDI operations

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Good English language skills.

• Speak and write clearly and use proper grammar.

• Accurately enter and update customer information in the computer.

• Utilize computer programs to determine shipping requirement for customer orders.

• Follow instructions verbally and in writing.

COMPENSATION AND BENEFITS

• This position is eligible for all full-time benefits including:

  • Health Insurance greatly subsidized by the company

  • Dental, Life, Paid Leave and Disability Insurance at no cost to employees

  • HSA, HRA, and Day Care Assistance Plans

  • 401(k) Retirement Plans with Profit-Sharing

  • Bonus opportunities

  • Generous PTO and paid holidays

• The wage range for this position is $23.00 to $25.00 per hour

EEO STATEMENT

PSI does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.

WORK AUTHORIZATION

Must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities and activities may change at any time with or without notice.