Account Specialist (Customer Service)

Job Summary

The Account Specialist will be responsible for managing and strengthening relationships with strategic customers, ensuring effective communication between customers and internal teams. This role will oversee order processing, demand coordination, delivery follow-up, customer escalations, customer satisfaction, and support for operational and strategic initiatives.

Key Responsibilities

* Build and maintain strong relationships with key customers.

* Serve as the primary point of contact for inquiries, requirements, and follow-ups.

* Actively participate in customer meetings and ensure follow-up on action plans.

* Coordinate customer visits in accordance with corporate guidelines.

* Participate in Quarterly Business Reviews (QBRs) and performance reviews.

* Process and confirm purchase orders accurately and in a timely manner.

* Proactively communicate delays, supply risks, and lead-time changes.

* Analyze forecasts versus actual sales.

* Participate in S&OP processes.

* Monitor key metrics such as OTIF and forecast accuracy.

* Effectively manage customer escalations.

* Coordinate cross-functional teams to resolve critical issues.

* Follow up on CAPAs, investigations, and corrective actions.

* Maintain clear and timely communication with customers during critical situations.

* Coordinate communications related to engineering, process, and material changes.

* Work closely with Quality, Engineering, Planning, Procurement, and Operations teams.

* Ensure internal alignment to meet customer requirements.

Qualifications

* Bachelor’s degree in Business Administration, Industrial Engineering, Supply Chain, or a related field.

* 3–5 years of experience in Customer Service, Supply Chain, or Account Management.

* Experience in the medical device industry or regulated manufacturing is preferred.

* Experience with CRM systems and analytical tools.

* Advanced proficiency in Microsoft Excel.

* Advanced English proficiency (C1–C2).

Competencies & Soft Skills

* Effective communication

* Conflict resolution

* Negotiation

* Critical thinking

* Customer orientation

* Attention to detail

* Ability to manage priorities under pressure

* Project coordination

* Sense of urgency

* Teamwork