Are you a detail-oriented professional with a passion for exceptional customer service and a talent for managing complex accounts? We are seeking an AIH Account Specialist to join our dynamic Customer Service department. In this pivotal role, you will serve as the key link between international retailers and vendors, ensuring that purchase orders are processed with accuracy and that products reach our clients on schedule. If you thrive in a fast-paced environment, excel at building relationships, and are adept at leveraging technology to track and manage information, we invite you to apply and become part of our innovative team.

The Account Specialist

Respond promptly and professionally to retailer inquiries, claims, and orders via email or phone.

Provide accurate information about company services and products.

Obtain quotes and proformas from vendors for international retailers.

Assist retailers with Acenet, pricing, and EDI-transmitted orders.

Investigate and resolve customer issues, including billing inquiries and claims.

Collaborate with internal departments such as sales and merchandising to meet retailer needs.

Support workload distribution during team absences to minimize service disruption.

Participate in training and meetings to stay aligned with operational updates.

Utilize tools such as AceNet portal, SAP, and vendor platforms effectively.

What you will need:

EXPERIENCE

1–2 years of customer service experience in retail or wholesale preferred.

Strong attention to detail, analytical thinking, and interpersonal skills.

Proficiency in Microsoft Word, Excel, Outlook, Internet, and Salesforce.

Ability to manage multiple inquiries and prioritize tasks effectively.

English proficiency with strong written and verbal communication skills.

Critical and strategic thinking capabilities.

Strong time management and ability to work both independently and collaboratively.

Bachelor’s degree preferred but not required.

COMPETENCIES

Customer Focus

Responding promptly and professionally to retailer inquiries and claims.

Ensuring high levels of customer satisfaction through timely resolution and communication.

Collaboration and Teamwork

Working with cross-functional teams such as sales and merchandising.

Supporting team workload during absences.

Communication

Clear and professional verbal and written communication with international retailers and vendors.

Proficiency in English and ability to convey complex information effectively.

Problem Solving and Decision Making

Investigating and resolving customer issues, including billing and order discrepancies.

Using judgment to escalate or resolve issues independently.

Attention to Detail

Managing purchase orders accurately.

Ensuring data integrity across systems like SAP and AceNet.

Adaptability and Learning Agility

Participating in training and staying aligned with operational updates.

Adjusting to new tools, processes, and customer needs.

Technology Proficiency

Using systems such as SAP, AceNet, and Salesforce to manage customer interactions and order processing.

Experience-Based Knowledge

Customer Service & Relationship Management: Experience in managing customer relationships, particularly in retail or wholesale environments.

Case Management: Familiarity with handling customer service cases and tracking performance metrics like response and resolution times.

Purchase Order Management: Ability to accurately and efficiently manage purchase orders.

Order Processing: Understanding of order lifecycle and fulfillment processes.

Stakeholder Engagement: Experience interacting with stakeholders at various organizational levels.

Technical Knowledge

Software Proficiency: Competency in Microsoft Word, Excel, Outlook, Internet, and Salesforce.

Enterprise Systems: Familiarity with platforms like SAP and AceNet portal, and vendor systems.

Communication & Analytical Skills

English Proficiency: Strong written and verbal communication skills.

Analytical Thinking: Ability to analyze issues and provide effective resolutions.

Critical and Strategic Thinking: Capacity to assess situations and make informed decisions.

Organizational Skills

Time Management: Ability to prioritize and manage multiple tasks and inquiries.

Team Collaboration: Comfortable working independently and across teams with minimal supervision.

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