Since 1969 the Architectural and Design community has trusted Mecho to deliver the highest quality and most innovative products for solar control .

Through our commitment to environmentally responsible, human-centric design, energy-saving products and control systems, we are known as the premier solution provider for state-of-the-art manual, motorized, automated, and integrated shading systems. From the original clutch operated solar shade to our automated motorized shading systems, Mecho continues to defy convention in the commercial shade industry.

Job Summary

The Account Specialist is a unique role providing technical and elevated customer support interacting with a wide variety of professionals both internally and externally. Responsible for supporting the Best Experience philosophy by building and maintaining positive business relationships with these contacts ensuring best-in-class customer support, including problem solving, training, mentoring, customer presentations among other duties. Our sales force is recognized for pioneering innovative and classic window management solutions to the Architecture, Design, and Engineering Community and supporting Mecho’s limited dealer network.

Responsibilities

• Provides all aspects of customer service to specific key accounts, including problem resolution, follow through and shipment expediting, public relation calls and training of customer service reps and influencers.
• Provides ongoing account specific training on policies and programs to ensure customer service reps have up-to-date knowledge.
• Daily communication, both verbal and written, to internal/external customers (senior level management, Merchants/Buyers, Directors, Account Managers, etc.). Communication can include rollout issues/concerns. Work cross functionally to support and communicate account specific needs.
• Gain feedback from account influencers to recommend program/policy changes to Account Managers.
• Define and/or interprets customer program/policy to the satisfaction of both the customer and the Company to assist the customer service reps with problem resolution.
• Anticipate and respond to customers’ needs by proactively identifying potential problems/concerns and working with cross functional departments to resolve.
• Communicates to management problems affecting the quality of service provided to assigned accounts. Analyze feedback and recommend possible solutions.

Salary Range: $35,000 - $55,000 per year.

Requirements

Education and Experience

• 3+ years of related work experience

Knowledge, Skills, And Abilities

• Account management experience
• Excellent oral and written communication skills (written, oral, listening, and approachable)
• Experience using video conferencing software and virtual collaboration through Zoom, MS Teams, etc.
• Ability to quickly adapt and learn products, display and merchandise materials, customer service policies and procedures
• Proficient in Office 365 and MS Suite (Word, Excel, PowerPoint, etc)
• Good decision making and judgment
• Candidate should have an outgoing personality, can think on his/her feet
• Ability to multi-task effectively and perform well in a fast-paced environment
• Ability to prioritize and balance multiple assignments/strong organizational and planning skills
• Must be self-motivated and able to work with minimal supervision
• Confident and comfortable presenting to a large group of people (internal/external)
• Adhere to department and company quality standards
• Clearly defines and utilizes processes in daily work
• Looks for innovative ways to streamline work processes across the team
• Establishes forums to share best practices

Behavioral Competencies

• Ensures Accountability – Holding self and others accountable to meet commitments
• Drive Engagement – Creating a climate where people are motivated to do their best to help the organization achieve its objectives
• Instill Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Drive Results – Consistently achieving results, even under tough circumstances
• Consumer/Customer Focus – Building strong customer relationships and delivering on customer-centric solutions
• Critical Thinking – Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Being Resilient – Rebounding from setbacks and adversity when facing difficult situations
• Optimize Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

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