Role Description:

The Account Specialist is the primary contact to customers for quality/warranty services, including processing service orders and providing status updates. This person is expected to understand and satisfy customers' requirements and exceed their expectations with best-in-class services, routine communication, and prompt responses.

Responsibilities:

• Responsible for building and maintaining relationships with Sales Points and Sales Representatives to strengthen relationships with customers.
• Collaborates with Quality Assurance, Product Development, Finance, Manufacturing, Purchasing, Logistics, and Demand Management to ensure all aspects of customer orders are understood, documented, planned, and executed.
• Documents and communicates quality issues in Salesforce Case system.
• Provides an excellent customer experience by treating customer complaints as an opportunity to build customer loyalty, while taking ownership of the customer's problems at the first point of contact.
• Resolve warranty claims to customer's satisfaction.
• Process service orders and customer credits.
• Ability to think creatively and see the "big" picture when resolving issues.
• Seek opportunities to improve and simplify processes.

Skills to Perform This Role:

Interpersonal Skills

• Supportive of and engaged with teammates.
• Positive attitude and approach in all aspects of working relationships.
• Direct, fair, and honest in communications.
• Effective use of time management, not for personal use

Communication Skills

• Prompt professional verbal and written communications.
• Understands appropriate and positive body language.

Business Skills

• Strong problem identification and problem-solving skills.
• Good understanding of customer service and other areas of business to develop a strong relationship with customer(s).
• Demonstrates commitment to Kimball Hospitality and our customers.
• Demonstrates a strong sense of ownership in all aspects of work.
• Demonstrates trustworthiness within all of Kimball Hospitality.
• Continue growth & development by attending courses and reading relevant journals.
• Documents and maintains tasks including ownership, due dates, status and appropriate project related information.
• Demonstrates initiative and attention to details in all aspects of work.
• Assists sales, project managers, demand, purchasing, and logistics by making decisions regarding what is the best interest of our customer to meet their needs. (For example: which port to deliver product, where product should be produced, accessorial freight charges, etc.)

Technical Skills

• Proficient user of ERP systems, Microsoft Office and Outlook email.
• Embraces processes, technology, and change.
• Some knowledge of products and services.