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Role Description

The Account Specialist is a key member of our customer success team, responsible for supporting the seamless management of accounts, delivering exceptional service, and coordinating internal and external activities. This role acts as a vital link between customers, Account Managers, and internal teams, ensuring clear communication, timely deliverables, and ongoing customer satisfaction. The Account Specialist supports administrative processes, nurtures customer relationships, resolves issues, and drives high standards across service delivery.

Key Responsibilities

• Contract Creation & Management: Oversee and execute the creation, review, and maintenance of customer contracts within CRM/ERP systems to ensure compliance and accuracy.
• Administrative Support: Provide assistance with document preparation, data entry, scheduling, and follow-ups.
• Customer Inquiry Response: Serve as the first point of contact for customer inquiries, delivering prompt and professional responses.
• Internal Coordination: Liaise with operations, sales, and technical teams to fulfill customer requests and meet deadlines.
• Performance Monitoring: Track and monitor performance against customer contracts, escalating gaps and recommending improvements.
• Portal Demonstrations: Plan and facilitate customer portal demos, guiding customers through system functionalities.
• Quote Generation: Prepare and deliver accurate quotes for new services or contract modifications.
• Third Party Imports: Oversee timely and accurate import of third-party data and documentation.
• RFP Management: Support proposal processes by managing RFPs, gathering information, and coordinating submissions.
• Cross-Functional Collaboration: Work closely with Account Managers and other teams to ensure successful delivery of solutions and support strategic initiatives.
• Continuous Improvement: Contribute to process improvements and foster innovation to enhance customer experience and operational efficiency.

Key Performance Indicators (KPIs)

• Achieve targets for contract accuracy, customer satisfaction, quote turnaround, data integrity, and internal coordination.

Qualifications

• Minimum of 2 years’ experience in customer service, account coordination, or administrative support.
• CRM, ERP, and Microsoft Office competence required.
• Experience with customer portals and online collaboration tools preferred.
• Post-secondary education in Business Administration, Communications, or related field preferred.
• Experience, education, or interest in Sustainability, Environmental Science, or Recycling is a plus.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.
• Reasonable accommodations will be made for individuals with disabilities.

Employment Details

• This full-time position reports to the Manager of Account Management.
• The role includes salary (commensurate with experience and responsibilities) and a benefits package.
• DMD is an equal opportunity employer.
• Pre-employment drug screens and background checks are conducted.