Specialist, Customer Account & Order Management

Job Summary

The Customer Account & Order Management Specialist is responsible for executing daily account management activities for strategic territory customers, including inventory management, short dated inventory movement, pricing adjustments, competitive insights, and order processing. This role uses Salesforce Case Management to research, investigate, and resolve customer related accounting and order issues—such as shortages, overages, pricing discrepancies, damages, complaints, inventory allocation challenges, and other DSCSA related matters. The Customer Account & Order Management Specialist ensures our customers’ experience is consistent, positive, and efficient throughout their interactions with the company.

Job Responsibilities

• Understand customer needs, resolve issues promptly, gather feedback, and identify opportunities for process, product, and service improvements.
• Provide professional, timely, and accurate support for order entry, shipping inquiries, complaints, and inventory allocation.
• Utilize Salesforce Case Management to research and resolve shipping discrepancies, contract pricing issues, and to process credit/debit memos.
• Escalate complex customer problems while maintaining ownership until resolution.

Order & Account Management

• Process customer orders and related requests with accuracy and urgency.
• Obtain customer order entry numbers when required.
• Support customers through various external portals as needed.
• Assist in resolving accounts receivable issues related to shipping errors.
• Generate daily sales, inventory status, back-order, and service-level reporting as requested.

Cross‑Functional Collaboration

• Work closely with Sales/NAMs to ensure seamless communication with strategic customers.
• Partners with Distribution Center, Marketing, Contracts, Demand Planning, and other cross-functional teams to enhance customer experience and efficiency.
• Support product launch activities by coordinating with cross-functional partners to ensure timely shipments and customer notification.
• Collaborate with the DSCSA team on shortages, overages, and compliance-related concerns.

Continuous Improvement & Compliance

• Proactively identify opportunities to improve customer satisfaction and retention; make recommendations to Sales/NAMs.
• Support new product launch execution and tracking.
• Ensure adherence to company policies, procedures, regulatory requirements, and the Code of Conduct and Business Ethics.
• Contribute to a collaborative team environment and support departmental goals.

• Works in a safe manner collaborating as a team member to achieve all outcomes.
• Demonstrate Behaviours that exhibit our organizational Values: Integrity, Courage, Teamwork, and Innovation.
• Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies. 
• All other relevant duties as assigned.

Job Requirements

• Education
  • Bachelor's degree in related field, or equivalent work experience, preferred
• Knowledge, Skills and Abilities
  • Strong Excel skills required (e.g., VLOOKUP/XLOOKUP, pivot tables, formulas, data analysis).
  • Self motivated with strong business ethics.
  • Ability to make independent decisions and manage shifting priorities.
  • Excellent oral and written communication skills.
  • High attention to detail and strong organizational skills.
  • Ability to work effectively in cross-functional environments.

• Salesforce experience preferred.

• Experience

• Minimum 2 years customer service experience.