Entrust Datacard Account Specialist in Shakopee, Minnesota

Account Specialist

Shakopee, Minnesota, United States

Operations/Manufacturing/Customer & Technical Service

Requisition # 1800003V

Post Date Dec 07, 2018

Position Overview:

The Account Specialist is responsible for providing Entrust Datacard’s internal and external customers with a highly-reliable customer service experience. The position requires the use of independent judgment to: build customer relationships, manage all assigned customer projects and orders; interpret and apply Entrust Datacard business practices and systems; troubleshoot and resolve all customer satisfaction issues.

Our colleagues demonstrate best-in-industry experiences by building trust and providing effective and timely results for our customers.


  • Proactivelymanage all orders from receipt to closure, communicating via email and phonecalls.

  • Providecustomer order management and issue resolution including, but not limited to:

  • Analyzesand manages reporting information as it applies to delivering accurate andeffective order management to customers.

  • Developsand maintains effective working relationships with internal teams, partners andcustomers.

  • Deliverson commitments to internal and external customers by identifying unseenbarriers and addressing in a proactive manner. Ex: on-time delivery, correctquantities, special shipping instructions, etc.

  • Focuseson meeting each customer’s needs, motives, behaviors and expectations whileworking in a multi-task environment.

  • Accuratelyvalidates warranty and service-contract coverage of products, pricing and availabilityinquires, etc.

  • Identify,research, and resolve customer questions and inquiries

  • Providestatus updates to customers and Sales regarding orders.

  • Addressopportunities for process and/or system improvements to enhance the customerexperience.

  • Serveas a liaison between customers and non-customer facing colleagues to ensuretimely, appropriate transfer of information and response to inquiries. Accurately documents inquiries into properdatabases and routes to appropriate support teams.

  • Willserve as a subject matter expert liaison for the team.

  • Meetor exceed Account Specialist performance standards and metrics with a focus onquality, accuracy, timeliness and effective communication.

  • Collaboratewith colleagues as needed to manage workload.

Basic Qualifications

  • High School Diploma/GED, Associates Degree, or equivalent training

  • 4+ years of customer service experience

  • Experience withinternational customer service or support

  • Experience in a service or manufacturing environment utilizing integrated business systems.

  • Proficiency with Microsoft Office

  • 40 WPM on full keyboard utilization

  • Must be able to lawfully work within the US and have unrestricted work authorization for US

Preferred Qualifications:

  • Bachelor’s degree in Business

  • Excellent verbal and written communication in both Spanish/English.

  • Able to work independently and in a team environment, demonstrating professional demeanor in all work-related interactions.

  • Self-motivated with the ability to execute multiple projects at once with high-quality output.

  • Exhibits agility and flexibility to adjust to changing demands

  • Ability to engage and interact with various teams with impact and influence.

  • Familiarity with Oracle EBS, specifically for order management and service management

  • Proficiency with Salesforce.com or another CRM system

About Entrust Datacard

Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.

Join us. Together we’ll create solutions for a more connected, mobile and secure life.

For more information, visit www.entrustdatacard.com. Follow us on Twitter, YouTube and LinkedIn.

Entrust Datacard Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.