Account Specialist REQ# 180000GX
The Account Specialist is responsible for providing Entrust Datacard’s internal and external customers with a highly-reliable customer service experience. The temporary position requires the use of independent judgment to: build customer relationships, manage all assigned customer projects and orders; interpret and apply Entrust Datacard business practices and systems; troubleshoot and resolve all customer satisfaction issues.
Our colleagues demonstrate best-in-industry experiences by building trust and providing effective and timely results for our customers.
Proactively manage all orders from receipt to closure, communicating via email and phone calls.
Provide customer order management and issue resolution including, but not limited to:
Analyzes and manages reporting information as it applies to delivering accurate and effective order management to customers.
Develops and maintains effective working relationships with internal teams, partners and customers.
Delivers on commitments to internal and external customers by identifying unseen barriers and addressing in a proactive manner. Ex: on-time delivery, correct quantities, special shipping instructions, etc.
Focuses on meeting each customer’s needs, motives, behaviors and expectations while working in a multi-task environment.
Accurately validates warranty and service-contract coverage of products, pricing and availability inquires, etc.
Identify, research, and resolve customer questions and inquiries
Provide status updates to customers and Sales regarding orders.
Address opportunities for process and/or system improvements to enhance the customer experience.
Serve as a liaison between customers and non-customer facing colleagues to ensure timely, appropriate transfer of information and response to inquiries. Accurately documents inquiries into proper databases and routes to appropriate support teams.
Will serve as a subject matter expert liaison for the team.
Meet or exceed Account Specialist performance standards and metrics with a focus on quality, accuracy, timeliness and effective communication.
Collaborate with colleagues as needed to manage workload.
High School Diploma/GED, Associates Degree, or equivalent training
4+ years of customer service experience
Experience in a service or manufacturing environment utilizing integrated business systems.
Proficiency with Microsoft Office
40 WPM on full keyboard utilization
Bachelor’s degree in Business
Excellent verbal and written communication.
Able to work independently and in a team environment, demonstrating professional demeanor in all work-related interactions.
Self-motivated with the ability to execute multiple projects at once with high-quality output.
Exhibits agility and flexibility to adjust to changing demands
Ability to engage and interact with various teams with impact and influence.
Customer Service experience in a business to business environment
Familiarity with Oracle EBS, specifically for order management and service management
Proficiency with Salesforce.com or another CRM system
Fluency in Spanish; both oral and written
About Entrust Datacard
Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.
Join us. Together we’ll create solutions for a more connected, mobile and secure life.
For more information, visit www.entrustdatacard.com. Follow us on Twitter, YouTube and LinkedIn.
Entrust Datacard encourages applications from all qualified candidates. Contact Nicole Mair at email@example.com or 613-270-3490 if you need accommodation at any stage of the application process or want more information on our accommodation policies.
Entrust Datacard Limited is an EOE/People with Disabilities employer.
NO AGENCIES, NO RELOCATION