Customer Account Specialist- Houston, TX

The Customer Account Specialist- Houston, TX acts as an extension of management ensuring a positive customer experience while being the representative of management to others. Provides [proactive] customer support and performs numerous duties, including order to cash improvements, order life cycle improvements, overseeing visitors and training of new hires. This role is 100% on-site.

• Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline. 
• Act as the single-point-of-contact to Atmus/Koch's customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process. 
• Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Atmus/Koch's processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement. Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process. 
• Maintain accurate records of all internal and external interactions in the appropriate database/system. 
• Ensures customers comply with export polices and ensures required export/shipping documentation is compiled to the relevant legislation. 
• Acts as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance. 
• Supports Supervisor with hosting customer visits at local facility. Develop, prepare and distribute standard and customized internal and customer reports. 
• Coaches team members on Customer Order Management policies, procedures and metrics. Leads a Customer Order Management departmental goal or initiatives to support a more proactive customer support organization.

Education

• Degree in related field preferred or equivalent experience. 
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience

• Experience with customer service industries
• Ability to communicate effectively both written/verbally
• Ability to work cross functionally
• Detailed oriented

Compensation and Benefits 
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Medical/Dental/Life Insurance, Health Savings Account, other personal and professional benefits. 
 

Atmus/Koch and E-verify  
At Atmus/Koch, we are proud to be an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. 
Atmus will validate the right to work using E-Verify. Atmus will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.