Customer Specialist - Account Management
Location IL, Mt. Prospect
Department Field Support
Employment Type Full Time
Have you ever used the self-checkout in a Home Depot or Jewel Osco or played the slots at a Casino? Maybe you grabbed a drink from a vending machine or paid at a kiosk to park your car? If you've answered with a resounding "YES", then you've done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).
We make thetechnology that powers your everyday life,enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.
Headquartered in Malvern, PA, CPI is supported by: >2,500 global associates, 7 manufacturing sites, 12 corporate offices and 43 service branches.
WHAT YOU'LL BE DOING
As a Customer Specialist - Account Management in the Customer Excellence department, you will play a critical role in supporting our customers and internal teams through a blend of account management and operational execution. You will ensure accurate and timely processing of customer orders, resolve transactional issues, and deliver exceptional service across multiple channels. (Hybrid role)
In this role, you will be responsible for:
Order Entry & Release Management: Processing customer orders, validating data accuracy, and ensuring timely release to operations.
Automation Fallout Resolution: Working daily with automated order-entry reports, identifying exceptions, and manually correcting or completing failed automation attempts.
Credit Memo Processing: Entering and managing credit memos with accuracy and attention to detail.
Customer Account Management: Maintaining account information, supporting ongoing customer needs, and proactively addressing issues to ensure overall satisfaction.
E-commerce & Multi-Channel Support
You will support customers through phone, chat, and email , helping them place orders and navigate e-commerce tools. This includes:
Guiding customers through product specifications, configurations, and available options to ensure they select the right solutions.
Using customer purchase history and stated business needs to make informed recommendations.
Advising customers on entry-level or appropriate product selections (and any applicable service contracts) when needs are straightforward.
Identifying when customer requirements exceed standard support and escalating to Sales for advanced consultation.
Troubleshooting basic access or ordering issues within e-commerce platforms.
Additional Responsibilities
Sales Support: Partnering with sales representatives to assist with quoting support, order placement, product information, and customer follow-up.
Operational & Performance Reporting: Running and maintaining reports, analyzing trends, and using data to support continuous improvement.
Collaboration & Continuous Improvement: Working closely with cross-functional teams to enhance processes, reduce fallout, and improve the customer experience.
WHO WE'RE LOOKING FOR
You are a customer-focused professional who thrives in a dynamic environment and enjoys balancing operational tasks with direct customer interaction. You excel at problem-solving, communicate clearly, and take accountability for delivering results. You're comfortable learning new systems, navigating data, and partnering with others to resolve issues efficiently.
You bring:
A team-oriented mindset with the ability to communicate effectively with peers, leadership, and customers.
A strong sense of ownership and initiative, with the ability to manage multiple tasks independently.
A passion for delivering high-quality service and improving processes that enhance the customer experience.
Curiosity and adaptability-willing to learn new tools, support new channels, and embrace change in a growing organization.
QUALIFICATIONS & REQUIREMENTS
High School Diploma required; some college preferred.
Minimum 1 year of experience in account management, operations, customer service, order management, sales, or similar fast-paced environments.
Communication skills: clear and professional communication, able to empathize with customers and use active listening to understand their needs. Ability to de-escalate when needed.
Experience with order entry , transactional systems, or ticketing platforms (e.g., HappyFox) preferred.
Intermediate Excel skills (sorting/filtering, pivot tables, lookups, data cleanup).
Strong organizational skills and attention to detail-especially when managing order accuracy and fallout correction.
Ability to work independently with minimal supervision while maintaining accountability for results.
Self-starter with strong task-prioritization skills.
Proficiency with Microsoft Office Suite (Outlook, Excel, Word).
Hourly Salary 22.00 to 25.00 an hour - HYBRID ROLE
Personal Attributes
Action Orientation: You make timely decisions and display a sense of urgency.
Customer Service Oriented: You possess a drive to serve your "customers" and focus on responding promptly to project team needs.
Follow Through: Your focus is on priorities, and you deliver against those without letting details fall through the cracks.
Informing Others : You are an effective communicator passing information on to others to enable action.
Performance Focus: You push yourself and others for results.
Follow Through: You are focused on priorities and don't let the details fall through the cracks.
Organized: You assemble all necessary materials and information before starting a task.
WHAT WE'RE OFFERING
· Defined career growth plans with opportunities to go outside of your "comfort zone".
· Team Building activities that support innovation.
· Generous paid time off, including sick and holiday.
· Medical, dental, & vision insurance.
· 401K with Company contribution.
· Flexible spending accounts.
· Life insurance and disability benefits.
· Community involvement and volunteering events.
Sound interesting? Come see why we areOneCPI (https://www.cranepi.com/en/careers) !
CPI is part of Crane NXT
Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com.
Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.
CPI #LI-DS1 #LI-HYBRID
