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Operations/Manufacturing/Customer & Technical Service
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190000C4 Requisition #
Position Overview: 

Entrust Datacard is seeking an Account Specialist who will be responsible for providing Entrust Datacard’s internal and external customers with a highly reliable customer service experience. The position requires the use of independent judgement to process and manage customer orders, troubleshoot order inquiries, and resolve customer satisfaction issues. Our colleagues demonstrate best-in-industry experiences by building trust and providing effective and timely results for our customers.

Responsibilities:
  • 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:

    • Analyzing and managing reporting information as it applies to delivering proactive and effective order management to customers

    • Developing and maintaining effective working relationships with internal teams, partners and customers

    • Delivering on commitments to internal and external customers by identifying unseen barriers and addressing in a proactive manner (i.e. on-time delivery, correct quantities, special shipping instructions, etc.)

    • Focusing on meeting each customer’s needs and expectations, while understanding their motives and behaviors while working in a multi-task environment  

    • Accurately validating warranty and service-contract coverage of products

    • Provide status updates to customers and sales regarding orders

  • Identify, research, and resolve customer inquiries or issues

  • Provide pricing and availability as requested by sales or the customer

  • Maintain account portfolio and customer profiles

  • 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 document inquiries and issues into proper databases

  • Collaborate with colleagues as needed to manage workload

  • Meet or exceed Account Specialist performance standards and metrics with a focus on quality, accuracy, timeliness, and effective communication


Basic Qualifications:
  • Associates Degree, or High School Diploma/GED with 2+ years of related experience or equivalent training
  • 2+ years of customer service experience
  • Proficiency with Microsoft Office Suite
  • 40 WPM on full keyboard utilization
  • Excellent verbal and written communication
  • Able to work independently and in a team environment, demonstrating professional demeanor in all work-related interactions
  • Exhibits agility and flexibility to adjust to changing demands
  • Must be able to lawfully work within the US and have unrestricted work authorization for US
 
Preferred Qualifications:
  • Bachelor’s degree in Business Management
  • Experience in a service or manufacturing environment utilizing integrated business systems
  • Customer Service experience in a business to business environment
  • Self-motivated with the ability to execute multiple tasks at once with high-quality output
  • Ability to engage and interact with various teams with impact and influence
  • Proficiency with Oracle EBS, specifically for order management
  • Experience with Salesforce.com or other CRM systems
 
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 Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

 
NO AGENCIES, NO RELOCATION
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