Account Liaison
2 weeks ago
**Job Scope:
The Strategic Account Liaison is responsible for all aspects of order management including quote creation, order placement and fulfillment monitoring for assigned accounts. Associates in this role are accountable for transactional interactions and work with Sales and Customer Success as part of an extended account team.
- Provide quote and order administration for assigned accounts for all product lines and services
- Gather customer requirements to determine the corresponding product offering and services required for processing
- Configure customer products using IDT systems and tools to generate accurate quotation documents and order records
- Determine lead time and availability for custom configuration requests using resources and consultation with Operations as needed
- Validate customer specific product configuration and contact customers to clarify requirements or handle order exceptions
- Work with stakeholders within Finance, Sales, and Operations to attain and document necessary approvals
- Document all inbound and outbound customer interactions in IDT’s Customer Relationship Management (CRM) database
- Provide informed order and shipment status updates for assigned accounts
- Collaborate across Service organization to escalate inquiries to Customer Success or Scientific Applications Support as required
- Contribute to team productivity through participation in Daily Management, development of knowledge resources, and achievement of targets for accuracy and responsiveness
- Draft, review and maintain work instructions and process flow documentation for individual accounts.
- Uses correct escalation procedures for issues outside the scope of accountabilities or expertise
- Demonstrate behavior consistent with the Integrated DNA Technologies Core Values.
- Perform other duties as assigned.
**Requirements:
- Bachelor’s degree, preferrably in Biology, Chemistry or a related science field.
- Previous experience in customer service or a related field.
- Ability to consistently manage multiple priorities and solve problems using critical thinking skills.
- Ability to effectively communicate, both orally and in writing, to customers and colleagues.
- Ability to adjust rules and processes for individual situations as needed.
- Ability to identify processes in need of optimization and routinely suggest solutions.
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