Customer Account Specialist

About Vibrantz Technologies Vibrantz Technologies is a leading global provider of specialty chemicals and materials solutions whose purpose is to bring color, performance, and vibrancy to life. Every day, our employees, the products we make, and our valued customer partnerships are inspired by this purpose. Serving over 11,000 customers, Vibrantz's technologies are trusted in a variety of advanced materials, color solutions and performance coatings applications and consumer products. We are experts in particle engineering, glass and ceramic science and color technology. Our technologies are used in small amounts to make big impacts on applications and consumer products, including durable vehicles and batteries, easier-to-clean appliances, energy efficient roof titles and bricks, stronger and more decorative glass, and echo-friendly paints. Headquartered in Houston, Texas, Vibrantz has over 50 manufacturing facilities and sales offices on six continents, and we employe 4,500 individuals. Our shared culture is rooted strongly in our four core values that focus on winning with customers, striving for excellence, championing people, and doing the right thing. Vibrantz is owned by American Securities, a leading U.S. private equity firm that invests in market-leading North American companies with annual revenue generally ranging from $200 million to $2 billion and/or $50 million to $200 million of EBITDA. American Securities and its affiliates have approximately $23 Billion under management and are based in New York with an office in Shanghai. For more information, please visit www.vibrantz.com and www.american-securities.com Location Quincy, IL Total Rewards We offer comprehensive total rewards packages including base pay, variable incentive programs, 401K, medical, dental, vision, life & disability and variety of well-being resources that meet the needs of our diverse workforce. Union benefits are governed by the applicable collective bargaining unit agreement. $18.08 - $22.60 Vibrantz is committed to maintaining pay transparency in accordance with applicable laws and best practices. Compensation for this position will be determined based on a combination of factors, including education, professional certifications, relevant experience, and other job-related considerations permitted by law. Job Function As the Customer Account Specialist reporting directly to the Customer Account Manager, you will play a critical role in ensuring safe, accurate, and efficient entry, management, and movement of materials to customers from Vibrantz facilities. The Customer Account Specialist serves as the primary point of contact and advocates for assigned customer accounts, ensuring a high level of customer satisfaction through effective order entry and management, communication, and cross-functional coordination. This role is responsible for managing the entire customer order lifecycle, from order entry through delivery, while partnering closely with Sales, Production, Operations, Logistics, Shipping, and Finance teams. The Customer Account Specialist builds and maintains strong customer relationships by providing timely information, resolving issues, and ensuring customer requirements are met accurately and efficiently. The successful candidate will be a highly motivated self-starter with strong time management skills and the ability to thrive in a remote setting while maintaining accountability and productivity. This is a hands-on role that requires relationship building with each department including the customer. This is a hybrid role. Note: the posting location reflects the position's home office designation (Quincy, IL) for business/organizational purposes. The pay listed above is a range. We are willing to pay up to $24.00 per hour. Key Responsibilities Serve as the primary point of contact for assigned customer accounts, building strong relationships through proactive communication and exceptional customer service. Respond to customer inquiries and provide timely, accurate solutions to address customer needs, concerns, and requests. Manage customer orders within the ERP system, ensuring accuracy of order entry, pricing, quantities, shipping instructions, and delivery requirements. Monitor orders throughout the fulfillment process and communicate order status, product availability, delivery schedules, and shipment updates to customers. Maintain accurate customer account information, order records, and documentation of customer interactions and issue resolution activities. Collaborate with Production, Operations, Planning, Supply Chain, Shipping, Logistics, and Sales teams to ensure timely order fulfillment and customer satisfaction. Coordinate and communicate production schedules, shipment tracking information, and delivery updates to customers and internal stakeholders. Investigate and resolve customer issues related to orders, shipments, invoices, returns, product availability, and deliveries. Process return authorizations, credits, and replacement orders in accordance with company policies and procedures. Escalate complex customer concerns as needed and drive issues through resolution while keeping customers informed. Generate reports, track account activities, and support performance metrics and continuous improvement initiatives. Identify opportunities to enhance customer service processes, operational efficiency, and the overall customer experience. Ensure compliance with company policies, quality standards, regulatory requirements, and safety procedures, while promoting a safe work environment. Required Qualifications Associate degree in Business Administration, Supply Chain, Customer Service, or a related field preferred. Equivalent combination of education and relevant experience may be considered. Minimum of 2-3 years of experience in customer service, customer account management, order management, logistics coordination, or a related role. Experience working within a manufacturing, chemical, industrial, or distribution environment preferred. Experience in using ERP systems for order processing and customer account management. Excellent Computer skills with extensive knowledge with Microsoft Office Suite Preferred Qualifications Experience with ERP, IFS and Qualtrax a plus Highly motivated self-starter who can work independently with minimal supervision Excellent phone and verbal communication skills with a professional and customer-focused approach Ability to follow and execute written instructions accurately and efficiently Strong organizational and time management skills Team player with a positive attitude who collaborates effectively with colleagues while thriving in a remote work environment. Demonstrated ability to take initiative, solve problems, and meet deadlines. Working Relationships The Customer Account Specialist works closely with the customers and collaborates extensively with sales, production, operations, planning, shipping, logistics, finance, and quality teams to ensure exceptional customer support and successful order fulfillment Vibrantz is committed to protecting your privacy. We provide a Website Privacy Policy located on our www.vibrantz.com site to explain the type of information we collect and inform you of the specific practices and guidelines that protect the security and confidentiality of your personal data. Please read that pocky carefully. If any term in the policy is unacceptable to you, please do not use the Website or provide any personal data. This policy may change from time to time ( see Revisions to our Privacy Policy on www.vibrantz.com ). Vibrantz Technologies Inc. ("Vibrantz") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Vibrantz strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, cree, national origin or ancestry, ethnicity, sex gender, age physical or mental disability, genetic information, sexual orientation, or any other characteristics protected under applicable federal, state or local law.