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Customer Account Specialist

Company: TLC Electronics
Location: Saint Paul
Posted on: January 10, 2022

Job Description:

This position is primarily responsible for day-to-day coordination of all customer related communications and follow up. As well as establishing rapport and product confidence with customers. This position will require a highly motivated self-starter, who can service and build relationships with customers both internal and external. This position will also qualify and delegate customer opportunities to the appropriate member of the sales department. This position troubleshoots potential issues and resolves existing problems and serves as a point of escalation for the customer service team. This position is also responsible for initiating and/or implementing corrective action as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.

  • Responsible for organizing and coordinating the day-to-day work of the customer service team to deliver the highest standards of customer care.
  • Ensure customer inquiries are handled and communicated in accordance with performance and service standards.
  • Manage more complex inquiries and escalation of complaints.
  • Help maintain a high-quality work environment, so team members are motivated to perform at their highest level.
  • Provide input and review for process and procedure development. Continual evaluation of processes and procedures and suggest methods to improve area operations, efficiencies, and service to both internal and external customers.
  • Develop and maintain business relationships with customers.
  • Answer questions from customers or individuals on how a product operates or direct them to the person able to assist them.
  • Facilitate sample requests and recommend components and sub-assemblies by cross selling.
  • Receive incoming orders and quotes via phone, faxes and/or emails.
  • Process reorders in order-entry system, including verification of key data on file to ensure accurate order taking.
  • Respond to the customer's needs in a way that will exceed their expectations.
  • Prepare, propose, and negotiate pricing with customers.
  • Interact and work as a team with Sales, accounting, shipping, QA, production, engineering, product management/purchasing, manufactures reps, and suppliers.
  • Ensure that uncovered customer needs and problems are properly communicated.
  • Keep up to date regarding knowledge of product lines, prices, delivery times, various marketing promotions and similar data as required.
  • Edit orders received for price, part numbers, accurate and complete drawings, and nomenclature.
  • Inform customers of unit prices, shipping date, anticipated delays and any additional information needed by the customer.
  • Follow up on orders to ensure delivery by specified dates for ultimate customer satisfaction.
  • Receive, resolve, and follow up on customer complaints.
  • Ensure that quotes are processed through the quoting process in a timely manner.
  • Produce and negotiate customer quotations and proposals.
  • Assist in maintaining and monitoring electronic data for established customers.
  • Monitor production order schedules and expedite delivery per customer requests based on availability.
  • Generate correspondence to secure additional customer information to resolve customer disputes.
  • Maintain detailed files for documentation.
  • Resolve complaints concerning billing or products by coordinating information from the different departments for investigation.
  • Attend customer meetings, supplier trainings, and conferences as needed.

    Other tasks as required.

    • Skill to recognize problems, identify possible causes and resolve routine problems.
    • Excellent written and verbal skills, including telephone experience necessary.
    • Ability to establish priorities; work independently in a fast-paced environment.
    • Ability to read, write and comprehend simple instructions, short correspondence, and memos.
    • Ability to effectively present information in one-on-one and small-group situations to customers, clients, and other employees of the organization.
    • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
    • Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
    • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
    • Ability to deal with problems involving several concrete variables in standardized situations.
    • Ability to remain calm and professional in stressful situations.
    • Demonstrated ability to engage and inspire a team, projects a positive image, and serves as a role model for others.
    • Skill to establish and maintain effective working relationships with internal and external organizations, groups, team members and individuals.
    • Computer proficiency using company computer applications and sales processes to input thorough, accurate, and detailed information.


      • High School Diploma or equivalent and at least five years of experience in a related position.
      • Demonstrated ability to effectively give day-to-day direction and peer coach.
      • A proven track record of success that includes administrative management, creative problem-solving and business partner experience.
      • Competencies in technical knowledge, critical thinking skills, communication skills (verbal and written) and interpersonal skills.
      • Strong computer skills including Microsoft Office including Outlook, Word, Excel, and PowerPoint. Experience with PC based order entry system.
      • Must have a highly developed sense of integrity and commitment to customer satisfaction by being service-oriented, friendly, courteous, and flexible.
      • Must be able to work independently and productively with minimum supervision; able to manage multiple projects.
      • Detail-oriented and work effectively under pressure while meeting all applicable deadlines.
      • Must be able to work in fast paced environment with constant changes in priorities.
      • High level of initiative and strong work ethic and enjoy working with a variety of staff and customers.
      • Valid driver's license and current auto insurance.


        • Experience with an ERP system.
        • Associates or Bachelor's degree in a related field.
        • Preferred seven years customer service with some supervisory experience, preferably within the electro-mechanical components or manufacturing industry.

Keywords: TLC Electronics, St. Paul , Customer Account Specialist, Other , Saint Paul, Minnesota

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