Every day, ANDRITZ continues to deliver successful innovative solutions to our customers globally. Why are we so successful? Because we are passionate and love what we do! We are at the forefront of future engineering technologies, with solutions that ensure the success of our clients in key industries that are shaping the future of the world we live in.
The Customer Account Specialist serves as the primary point of contact for customer inquiries and orders, handling all aspects of account management from order entry and product research to pricing, delivery coordination, and issue resolution. This role involves collaborating with internal teams to ensure accurate and timely fulfillment, maintaining detailed records, analyzing sales trends, and proactively identifying opportunities to enhance customer satisfaction and drive revenue growth.
What You Will Be Doing
Here’s an overview of your responsibilities and how you can leverage your expertise:
- Receive customer inquiries and orders via phone, fax, email, and/or mail; analyze customer requests to determine needs and follow up to secure new orders.
- Research engineering records, drawings, bills of material, and manufacturing records to determine correct parts identification, manufacturing costs, and appropriate selling prices.
- Determine parts availability, advise customers on price and delivery timelines, and secure sales orders. Enter orders accurately into the business system and monitor progress through delivery.
- Review inventory levels, pricing, and profit margins; recommend adjustments to the NA Service Manager based on sales trends and customer demand.
- Address customer requests and concerns to maintain the highest possible level of customer satisfaction, including processing return goods following established procedures.
- Adjust customer serial number databases as changes occur and communicate updates with other Account Managers.
- Proactively manage assigned customer accounts by building strong relationships, anticipating needs, and offering tailored solutions and product recommendations.
- Identify and pursue upselling and cross-selling opportunities based on customer history, usage patterns, and product lifecycle.
- Conduct periodic check-ins or account reviews with key customers to ensure satisfaction and explore future sales opportunities.
- Collaborate with engineering, logistics, finance, and external sales teams to resolve complex customer issues and ensure seamless order fulfillment.
- Investigate and resolve customer complaints or order discrepancies, escalating unresolved issues as needed for prompt resolution.
- Maintain accurate and detailed records of all customer interactions and sales activities using CRM and ERP systems.
- Generate and analyze reports related to order status, sales performance, and customer feedback; provide insights to management and contribute to continuous improvement.
- Participate in team meetings and cross-functional initiatives to improve customer service processes and internal communication.
- Stay informed of company product updates, inventory changes, and industry trends to better serve customers and support sales strategy.
- Adhere to and actively promote the ANDRITZ 8 Life-Saving Rules in all work activities.
- Consistently embody and promote the #1ANDRITZway core values and behaviors, fostering a positive and collaborative work environment.
What We're Looking For
When selecting candidates, we will be looking for the following essential skills, abilities, and experience:
Education, Licenses, & Certifications:
- High school diploma or equivalent; relevant work experience may be considered in lieu of formal education.
Experience:
- 1–3 years of experience in customer service or sales, preferably with a strong focus on account management or order processing.
- Knowledge, Skills & Abilities:
- Strong customer service and relationship management skills, with the ability to respond professionally to customer inquiries, concerns, and order-related issues.
- Ability to accurately enter, process, and monitor customer orders using business systems, CRM, or ERP platforms.
- Strong attention to detail when reviewing customer information, pricing, delivery timelines, and order documentation.
- Effective verbal and written communication skills, with the ability to coordinate with customers and internal teams.
- Ability to research product, inventory, pricing, and order information to support accurate customer responses and issue resolution.
- Strong organizational and time management skills, with the ability to manage multiple customer accounts, priorities, and deadlines.
Other Valued Experience, Knowledge, Skills & Abilities:
- Experience using CRM, ERP, or order management systems.
- Experience supporting account management, inside sales, parts sales, or aftermarket/service sales in a manufacturing, industrial, or technical environment.
- Familiarity with reading or interpreting bills of material, drawings, engineering records, or manufacturing documentation.
- Basic understanding of pricing, margins, inventory levels, and sales reporting.
- Experience identifying upselling or cross-selling opportunities based on customer needs, order history, or product lifecycle.
- Experience coordinating with engineering, logistics, finance, sales, or service teams to resolve customer issues.
Physical Requirements:
- Mobility: Primarily sedentary work, with the ability to sit for long periods; fast-paced work environment, often managing multiple tasks simultaneously.
- Manual Dexterity: Frequent use of computer, phone, and other office equipment for data entry and communication; visual acuity for reading documents, emails, and reports, along with typing and navigating systems; frequent interaction with internal teams and external customers.
- Lifting/Carrying: Occasional light lifting, such as office supplies and documents.
- Environmental Factors: Noise level typically low to moderate.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. ANDRITZ welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
