Key Account Specialist
At a glance
Mid-level Account Management role at CommScope. Lisle · $65,000–$80,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Keep customer orders moving from entry through delivery, handling expediting, backlog checks, delivery coordination and complaints
- Review customer reports and work with internal teams to resolve issues, escalate risks and improve service processes
- Enter and maintain purchase orders manually or through EDI, including updates to order details and manufacturing locations
- Gather lead-time and forecast details for planning, track delivery risks and coordinate corrective action with sales and operations teams
- Support a few key accounts on pricing, forecasts and operational needs while building customer relationships and identifying revenue opportunities
What you bring
- A bachelor’s degree and three to five years in customer service, with experience taking on more complex accounts
- Hands-on ERP and EDI experience for entering and maintaining orders
- Strong written and verbal communication skills for proactive customer updates, including difficult conversations and escalations
- Proficiency with Excel, Word, Outlook and PowerPoint, plus the ability to organize several priorities at once
Who this fits
This role suits someone who can take ownership of complex customer accounts while coordinating across sales, planning, warehouse and manufacturing. It is hybrid, with four days each week on site and one day working from home; the preferred base is the Downers Grove or Lisle, Illinois area.
From the employer
In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.
CommScope, an AMPHENOL company is hiring a Key Account Specialist for our Amphenol Fiber Optic Products Business Unit, this is a Hybrid role working 4 days a week on site and 1 day from Home, ideal candidate will be based in the Downers Grove, Lisle Illinois Area.
General Summary
The Strategic Account Specialist manages all aspects of customer service account management, including PO processing and order management, expediting and escalating, credit issues, pricing management, reporting, and assist with demand planning activities with operations.
Duties & Responsibilities
Coordinates all aspects of the customer account related to order fulfillment.
Guardian of Customer Experience: Proactively assesses, clarifies, and validates customer needs on an ongoing basis. Regularly monitors customer reports and collaborates with appropriate internal teams to support.
Acting as liaison between the customer and all company departments, driving escalation, solution development and continuous improvement in processes. Communicates business relevant information and provides structured feedback to Management.
Provides superior day-to-day customer service from order entry through expediting, backlog monitoring, delivery coordination to complaint resolution.
Responsible for maintaining and driving Customer Service Excellence, including high responsiveness to inquiries and basic technical support via email or phone, and accuracy and comprehensive responses and proactive communication to ensure customer is well informed.
Responsible for order entry of manual PO’s and accessing PO’s via EDI to update header and manufacturing location. Tasked with updating orders to change manufacturing location as directed by planning team.
Accountable for material delivery performance, gathering lead time expectations and forecast information for review by planning, analyzing potential recurring delivery delays, initiate discussions with Sales, Management, Supply Chain and Product Management.
Tracks sales activities and projects and develop relationships within the customer account to drive revenue, collaborate with the Sales team and Industry Segment
Support sales related to pricing, forecasting, operational support and delivery; identifying trends to improve service quality, and drive corrective actions as needed.
Identify risk regarding ability to meet customer demand; take appropriate steps to a resolution and escalate situation. responsibilities.
Collaboration with current lab staff which includes other test engineers and technicians in team oriented environment.
Familiarity with a range of fiber optic products or equivalent.
Accountability / Impact
This role focuses on a few key accounts and will a be working cross functionally with purchasing, planning, warehouse, sales, and manufacturing to advocate for customer needs.
Competencies
6. Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
24. Persuades: Using compelling arguments to gain the support and commitment of others
12. Decision Quality: Making good and timely decisions that keep the organization moving forward.
21. Builds Networks: Effectively building formal and informal relationship networks inside and outside the organization.
8. Manages Complexity: Making sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
25. Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals.
Required Qualifications for Consideration
• Bachelors degree with 3-5 years of experience in customer service with increasing responsibility to manage more complex accounts.
• Experience with ERP and EDI for order entry and maintenance.
• Computer proficient with Excel (pivot, charts, formulas), Word, Outlook, and PowerPoint (MS Office)
• Excellent verbal and written communication skills with strategic accounts, focusing on proactive and timely communication.
• Able to provide positive professional service through all levels of communication, also in challenging situations and escalations/ Strong customer focus and relationship building skills.
• Structured, organized, and detailed oriented with the ability to multitask on large projects simultaneously, work simultaneously on many priorities, in a fast-paced environment
• Independent and self-driven, while working in a team environment/ Able to take ownership of strategic accounts and take initiative to drive improvements.
• Ability to identify problems that need resolution, propose solutions, and escalate/ adapt, support strategic accounts, and fast company growth.
Desirable Qualifications
• Experience in components, electronics, fiber optics.
Our salary ranges consider a wide variety of factors, including but not limited to benchmarking by independent third-party consultants, skill sets, years of experience, training, education, geography, and other business needs. Depending on experience, the range can be higher for candidates with exceptional experience and a demonstrated history of successful performance. The expected salary range for this position is $65,000.00 -$80,000.00 USD based on hired level and experience. The candidate will be rewarded with a comprehensive benefits package, including medical, dental, and vision plans, life and accidental death insurance, a 401(k) plan, and participation in the Company’s Incentive Plan. Candidates starting with the Company will be eligible for eleven paid holidays in a full calendar year, paid vacation (prorated based on start date), as well as other leave options.
Why CommScope:
CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.
If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope.
CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. You can also learn more about CommScope’s accommodation process and EEO policy at https://jobs.commscope.com/eeo
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