Senior Account Specialist / Customer Service - Hybrid

Shippers Supply is a growing packaging solutions company that has been providing customer solutions since 1928. We have an outstanding small company culture of teamwork, fun, professionalism and entrepreneurial spirit where YOU can make a difference!

The Senior Account Specialist supports and manages a designated customer base, handling orders and issues of intermediate complexity. This role collaborates closely with sales, purchasing, operations, and service to resolve customer concerns, strengthen relationships, and contribute to customer growth strategies where applicable. The Senior Account Specialist serves as a second-routed support resource for general customer service queue calls, providing added expertise beyond the Account Specialist role. This position also supports overflow from the Inside Account Managers and provides assistance to the Account Specialist.

Position will be approximately 60% in the office and 40% remote after training period, depending on department needs. Training schedule is fully in-office.

Schedule: Monday - Friday, 8:30am-5:00pm

Key Accountabilities:

Customer Service: Provide exceptional customer service and support for Tier 2 customer accounts.

• Manage customer inquiries regarding orders, product information, pricing, availability, and shipment status efficiently and effectively, demonstrating strong expertise.
• Resolve customer issues of moderate complexity in a professional, timely and effective manner.
• Nurture customer relationships and contribute to customer retention and growth strategies where appropriate.
• Serve as second-routed support for customer service queue phone calls, handling general inquiries with intermediate product and business knowledge.
• Document customer interactions, escalations, and action plans with thorough accuracy in company systems.
• Provide guidance, overflow assistance, escalated troubleshooting, and workload support to the Account Specialist and Inside Account Managers to ensure smooth operations and shared success.

Order Management and Processing: Process, validate, and manage orders with ownership and accuracy.

• Enter, modify, and review orders while confirming pricing, availability, terms, and customer requirements.
• Coordinate fulfillment and shipping with internal teams to ensure accuracy and on-time delivery.
• Process returns, issue credits, and troubleshoot root-cause issues at the Tier 2 level.
• Handle sales order overflow from Inside Account Manager, ensuring continuity and service quality.
• Work with PIM Specialist to proactively manage PIM customer issues and support order processing within PIM programs.

 Sales and Cross-Functional Collaboration: Work closely with internal teams to ensure exceptional customer outcomes.

• Partner with sales, purchasing, operations, service, and PIM teams to effectively resolve customer concerns and execute customer requests.
• Provide suggestions for process improvements and customer experience.

Product, Program & Business Knowledge: Apply a strong understanding of the company's products and services.

• Maintain intermediate-to-advanced knowledge of the company’s product lines, offerings, and PIM program.
• Provide informed product recommendations and cross-sell suggestions to deliver added value and support customer success.
• Assist with some Special Stocking Agreement responsibilities for Tier 2 customers.
• Stay up-to-date on industry trends, program changes, and internal process updates.

Other Essential Functions

• Continually look for ways to improve processes and systems to make them more efficient and effective.
• Comply with all company policies and procedures.
• Responsible for working safely at all times and providing a safe work environment for employees.
• All other duties as assigned.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Background checks and drug tests required.

Salary Transparency

The pay range for this position is $23-28/hour. Please note that the higher end of the pay range is reserved for candidates with extensive experience and qualifications that exceed the requirements of the role. Most new hires typically start at the beginning of the pay range, with opportunities for growth and increases based on performance and tenure.

Knowledge, Skills and Abilities:

• High school diploma or equivalent
• Minimum of 3 years of experience in customer service or a related field
• Strong communication and relationship-building skills
• Ability to resolve issues through effective problem solving, confident conflict management, and appropriate negotiation techniques to ensure customer satisfaction.
• Ability to prioritize tasks and manage a varied workload in a fast-paced environment
• High attention to detail and strong organizational skills
• Proficiency in Microsoft Office applications (Word, Excel, Outlook)
• Ability to develop strong product, pricing, and business knowledge
• Analytical skills to identify issues, trends, and growth opportunities
• Ability to learn and apply technical product knowledge and intermediate program requirements
• Self-motivated, proactive, and eager to learn new processes, tools, and technologies

Work Environment:

• This is an in-office position that requires working in a typical office environment
• Ability to work well under pressure and handle a high volume of customer inquiries and requests

Why Join our Team?

• Ability to make a positive impact on a growing organizations and its employees.
• Small team environment
• Health, dental and vision coverage (coverage starting 1st of month after hire date)
• Health Savings Account
• Company-paid life and AD&D insurance, and long term disability
• 401k with company match
• Positive company culture
• Profit Sharing
• Paid Holidays
• Paid Time Off (PTO) and Volunteer Time Off (VTO)