About this role
Job title: Special Account Specialist
About the Role The Special Account Specialist is the main contact with customers from OPS and is responsible for coordinating duties related to the special account portfolio, interfacing with OPS and M&S. This role serves as the liaison across Customer Service, Operations, and Sales to foster volume growth, optimize GP, and drive cross-selling and revenue opportunities within assigned accounts.
What You'll Do
- Serve as primary point of contact between customers and internal departments (Customer Service, Operations, Sales) to ensure smooth account execution.
- Resolve and support duties at the interphase of Customer Service or Operations and Sales.
- Drive volume growth and gross profit by implementing cross-selling initiatives and improving sales/marketing intelligence for assigned accounts.
- Acquire new traffic for imports, exports, and local services; identify post-landing, customs clearance, and spot business opportunities.
- Grow new revenue streams through better execution of marketing and lead generation campaigns for target accounts.
- Optimize marketing operational costs to improve ROI and collaborate with operations to expedite shipments when needed.
- Compile statistics and prepare accuracy data for target accounts; trace missing or delayed shipments in coordination with the operations team.
- Analyze billing or service complaints and route issues to the appropriate departments, updating customers in a timely manner.
- Provide backup support for all accounts within the target portfolio.
What We're Looking For
- A minimum of 2 years of experience in customer service or inside sales.
- Proficient computer skills including Microsoft Office (especially Excel) and operating systems (e.g., C1 Forward).
- Excellent written and verbal communication skills.
- Detail oriented, able to multitask and meet deadlines.
- Self-motivated, able to work in a team and independently.
- Cross-selling capabilities and a customer-oriented mindset.
- Strong follow-up on pending issues and orders; effective problem-solving skills.
- Advanced English.