Job Description

Position Summary 

The Account Specialist provides dedicated support to customer accounts by managing day-to-day needs, ensuring product and service quality, and delivering an exceptional customer experience. This role serves as the primary point of contact for customers, coordinating with internal teams to ensure accuracy, timeliness, and satisfaction in every interaction. 

Key Responsibilities 

• Serve as the main point of contact for assigned accounts, providing timely responses to inquiries and requests. 
• Process customer orders with accuracy and ensure on-time delivery. 
• Collaborate with internal teams—including Master Scheduling, R&D, Manufacturing, and Sales—to meet customer requirements and resolve issues. 
• Maintain detailed and accurate account records in the CRM system, including order history, pricing, and communications. 
• Provide updates to customers regarding order status, product availability, and delivery schedules. 
• Support sales forecasting and reporting by tracking account activity in CRM. 
• Communicate customer feedback to internal teams to support continuous improvement in products and services. 
• Ensure customer issues or concerns are addressed quickly, professionally, and with long-term solutions in mind. 
• Develop and maintain a deep understanding of company products and services to effectively assist customers. 
• Participate in team meetings and training to stay current on company processes, product knowledge, and industry trends. 
• Proactively manage house accounts with consistent customer communication. 
• Perform other duties as assigned. 

Skills, Knowledge, and Abilities 

• Strong relationship-building and customer service skills across all organizational levels. 
• Excellent verbal and written communication abilities. 
• Strong organizational, time management, and attention-to-detail skills. 
• Ability to manage multiple priorities in a fast-paced environment, independently and as part of a team. 
• Proficiency in CRM systems and Microsoft Office Suite. 
• Analytical mindset with the ability to solve problems effectively. 

Cultural Traits 

• Passionate and Positive: Brings a “can-do” attitude and models company core values. 
• Self-Motivated and Driven: Strives for results and continuous improvement. 
• Execution-Oriented: Delivers with speed, accuracy, and accountability. 
• Collaborative: Works effectively across departments and supports team success. 
• Adaptable: Thrives in a dynamic, fast-paced environment. 

Education & Experience 

• High school diploma required; associate or bachelor’s degree preferred. 
• Experience in account management, customer service, or related field, preferably in coatings or specialty manufacturing. 
• Willingness to travel occasionally for customer visits or company needs. PM21

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