Customer Account Specialist

Summary Profile 

The Customer Account Specialist serves as the primary point of contact for an assigned portfolio of customers, including large and strategic named accounts, while also supporting a shared pool of smaller customers who are not individually assigned. Operating from LifeSync Costa Rica, the Specialist provides professional, timely, and accurate support related to customer inquiries, order processing, product and service information, account updates, billing questions, return requests, and issue resolution, before and after the sale.

The Customer Account Specialist earns repeat business and lasting loyalty by owning the customer relationship, resolving issues, and finding solutions. The role works closely with internal departments to ensure customer requests are handled appropriately, orders are processed accurately, and follow-up actions are completed in a timely manner. It requires strong communication skills, attention to detail, the ability to manage multiple priorities, and a customer-focused, ownership mindset

Duties & Responsibilities  

•  Serve as the primary point of contact for an assigned portfolio of accounts, building long-term, trusted relationships with strategic named customers while ensuring shared-pool customers receive the same responsiveness and care.
•  Communicate directly with customers by phone, email, and other approved communication channels.
•  Respond to customer questions, concerns, complaints, order status requests, product inquiries, and service-related requests with courtesy and professionalism.
•  Process customer orders — including complex or multi-requirement orders — accurately and in a timely manner using the company’s ERP system, from quoting through delivery.
•  Maintain and update customer account records to ensure information is complete, accurate, and current.
•  Direct requests, escalations, and unresolved matters to the appropriate internal resources when additional support is required.
•  Coordinate with internal departments, including Shipping, Production, Quality, Finance, and other teams as needed to support customer requirements.
•  Handle return material authorization (RMA) requests and related customer service follow-up activities.
•  Assist customers with product and service information in accordance with company procedures.
•  Build and maintain positive customer relationships through clear, professional, and responsive communication.
•  Apply company policies and procedures when resolving customer issues and completing assigned work.
•  Collect, review, analyze, and report customer service data as needed to support department efficiency, accuracy, and process improvement.
•  Support additional customer service tasks, projects, and responsibilities as assigned.

ESSENCIAL Requirements:  

•  High School Diploma required.
•  Proven experience in customer service, account management, order management, or related business experience. 
•  Minimum of 3 years of experience in customer accounts management, customer experience, customer support, order management.
•  Advanced English (spoken and written). B2+ Minimum
•  Strong phone, email, and written communication skills, with the ability to communicate professionally with customers and cross-functional teams.
•  Experience processing customer orders and maintaining accurate customer records.
•  Experience using ERP systems or similar business systems.
•  Proficiency in Microsoft Office, including Excel.
•  Strong attention to detail and commitment to accuracy.
•  Ability to manage multiple priorities, follow up on open items and customer requests, and meet deadlines.
•  Strong problem-solving skills, with the ability to apply company policies and procedures to resolve customer inquiries and issues.
•  Ability to learn company products, processes, customer requirements, and internal workflows.
•  Customer-focused mindset with a high level of professionalism and accountability.

PREFFER QUALIFICATIONS: 

•  Technical Diploma in Business Administration, Customer Service, International Business, Logistics, Supply Chain, or a related field.
•  Five or more years of prior customer service or account management experience.
•  Experience managing large, strategic, or complex B2B accounts and building lasting customer relationships.
•  Experience in a manufacturing, medical device, healthcare, regulated, or order-fulfillment environment.
•  Experience using ERP and CRM systems (Acumatica a plus).
•  Intermediate Excel skills, including experience with basic formulas, filtering, sorting, pivot tables, or lookup functions.
•  Experience handling customer orders, billing inquiries, returns, account updates, and cross-functional follow-up.
•  An equivalent combination of education, training, and experience may be considered.

SKILLS & COMPETENCIES  

•  Customer-focused mindset
•  Professional verbal and written communication
•  Strong follow-up and organizational skills
•  Problem-solving and issue-resolution skills
•  Accuracy and attention to detail
•  Time management and prioritization
•  Ability to work cross-functionally
•  Ability to adapt to changing priorities and customer needs
•  Accountability and ownership of assigned accounts and work

Our Recruitment Process

We strive to provide a positive and transparent recruitment experience. While the process may vary depending on the position, it generally includes:

• Application Review – We evaluate your qualifications, experience, and alignment with the position requirements.
• Initial HR Interview – A conversation to learn more about your professional background, career goals, and expectations.
• Hiring Manager Interview – A technical and role-specific discussion focused on the responsibilities of the position.
• Final Evaluation – Depending on the role, the process may include additional interviews, technical assessments, or employment reference checks.
• Background Check – The selected candidate must successfully complete the company’s required background screening process.
• Employment Offer – Once the recruitment requirements have been completed, the selected candidate will receive a formal employment offer and onboarding information.