Account Specialist Job at Dal-Tile Corp.
Primary Objective
To ensure effective and efficient coordination between the Company and its customers with a high level of service and support. Process sales orders and resolve customer product or service issues. Establishes and maintains positive business relationships, internally and externally, to promote company goals. The ideal candidate has experience in Distributor Customer Service.
Major Function and Scope
- Provides customer account management which may include, but is not limited to, order entry, order inquiry, product information, order status, pricing, inventory inquiries and transportation management to analyze and resolve customer needs.
Resolves complex or unusual requests and problems that may require a customized response and communicates solution or requested information to the customer.
Interfaces and provides updates to various teams and leadership including, but not limited to, internal and external customers to address customer inquiries and order issues from order entry to invoice.
Experienced in various computer systems, including but not limited to, SAP, Salesforce, IBM Sterling (Oasis) and Customer Relationship Applications or Databases in the management of customer orders from plants, distribution centers, SSCs and vendors.
Ability to respond to customer needs that are complex or critical.
Has attained full proficiency in a specific area of discipline.
Works independently within the functional area based on direction from supervisors or manager.
May lead special projects and perform additional duties as required.
Experienced in analyzing and interpreting data to provide customer solutions.
Demonstrates working relationships with others and contributions to group solutions.
Experience and Knowledge Required
- HS diploma or equivalent experience; Dal Systems (Online, PC, JDE), SAP, ASI, Logility, EPORTs, AXIOS and WMS (preferred) Computer Software Knowledge (Word, Excel, Lotus Notes), SSC Operating Procedures
5 or more years of customer service experience.
Knowledge and experience in Distributor Customer Service.
Competencies
Excellent oral and written communication skills with a demonstrated ability to interact effectively with individuals at all levels in the organization required. Good voice quality that is conversational and professional. Ability to interpret and follow oral and written instructions, policies, guidelines, and processing standards. Ability to demonstrate strong interpersonal relationship building skills. Adept in problem solving skills, can determine root causes of issues while also creating proactive solutions for future issues. Must have an intermediate level of computer skills in Outlook and Excel. Must be detail oriented with the ability to multi-task, manage priorities and manage time effectively. Ability to work in a fast-paced environment.
Other Pertinent Job Information
While performing the duties of this job, the employee is regularly required to sit, use hands to type or answer phones. The associate may walk, stand, talk, or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
About Dal-Tile Corp.:
Dal-Tile is the largest manufacturer and marketer of ceramic, porcelain, glass and metal tile as well as natural stone, large format slab and countertop products used in residential and commercial spaces across North America. Under its three powerhouse brands — Daltile, Marazzi and American Olean — Dal-Tile leads the industry in both design and product innovation, and is committed to incorporating environmentally-friendly materials, processes, and products throughout its organization. Dal-Tile has more than 9,500 employees in North America and sells its products through a network of more than 300 company-owned sales service centers, stone slabyards and design studios that service a robust network of trade customers. Dal-Tile products are also sold through independent flooring retailers, independent distributors and leading home center retailers nationwide. Founded in 1947 and headquartered in Dallas, Dal-Tile is a division of Mohawk Industries, the leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. For more information on Dal-Tile and Mohawk Industries, please visit mohawkind.com. For product information, visit daltile.com, marazziusa.com, and americanolean.com.
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