Title: Customer Account Specialist Location: remote USA Job Description: Customer Account Specialist – Remote at Bakelite, you’ll help us create a better tomorrow with sustainable and innovative chemistry today. We’re Everywhere. Everywhere you look, you’ll find products enabled by Bakelite, from stronger homes to safer automobiles and everywhere in between. With more than 100 years of history and strong customer relationships, we boldly engineer sustainable products to tackle our world’s most challenging demands. Join Our Team and Help Us Build a Stronger, Safer, Better World. It’s Better with Bakelite. Customer Account Specialist - Remote: The Impact You’ll Have On The Organization and World - As the Customer Account Specialist you will serve as the primary point of contact for all order‑related activities, ensuring a seamless experience throughout the order lifecycle. - You will be responsible for building strong customer relationships, managing order accuracy and timeliness, and supporting overall customer loyalty through excellent communication and problem resolution. - You will collaborate closely with internal teams to ensure customer needs are met efficiently and effectively. It's Better with Bakelite: Our Commitment Back to You - You’ll Help Shape Our Future. As a Bakelite associate, you’re part of a diverse, global population creating the next generation of the company and we expect you to put your fingerprint on it. - We Champion Our Associates. At Bakelite, you don’t just climb the career ladder – you pave your personal path through continued learning and development. - Together, We Will Protect the Planet. From our processes to our products, we are focusing on the opportunities that both grow our profitability as a company, and improve and protect the planet. - Safety is a Core Value. At Bakelite, safety is a 24/7 mindset. We are all safe today to ensure we are able to show up tomorrow – for our families and friends, for each other and for our communities. - We Care. Plain and simple, we care about our associates. From the top on down, we place a high value on our culture and the associate experience. We offer competitive compensation, robust benefits and support our associates every step of their career. What Does a Typical Day Look Like? Here are your primary responsibilities: Customer Account Support - Act as the main contact for assigned customers on order entry, status updates, delivery coordination, and issue resolution. - Build strong, service‑focused customer relationships that promote trust and long‑term satisfaction. - Respond quickly to customer inquiries, ensuring professional, clear, and accurate communication. Order Management - Manage the end‑to‑end order process—including order receipt, validation, entry, tracking, and completion. - Monitor open orders to ensure accuracy and on‑time delivery while proactively identifying potential delays or issues. - Collaborate with cross-functional teams (Sales, Supply Chain, Operations, Finance) to resolve problems and support customer needs. Issue Resolution - Investigate and resolve order discrepancies, shipment delays, inventory shortages, and billing concerns. - Provide timely updates and solutions to customers to maintain high satisfaction levels. - Escalate complex issues to leadership when necessary while maintaining ownership of the customer experience. Documentation & Reporting - Maintain accurate customer records, order details, and communication history in ERP systems. - Ensure compliance with internal policies, service level expectations, and quality standards. - Support reporting activities related to order accuracy, fulfillment performance, and customer service metrics. What is Needed to be Successful in this Role (Required Skills/Abilities): - High School Diploma or equivalent and 1- 3 years of experience in customer service, order management, supply chain, or a related field. - Strong understanding of order fulfillment processes and customer account management. - Excellent communication skills with the ability to manage multiple requests in a fast-paced environment. - Experience working with Microsoft Excel and Word. - Strong attention to detail and problem‑solving ability. Preferred Qualifications - Experience in manufacturing, distribution, or similar operational environments. - Experience using SAP is a plus. - Familiarity with process improvement tools or methodologies (Lean, Six Sigma). Are you ready to help us build a better tomorrow and put your fingerprints on the world? Apply for this exciting opportunity, and learn more about our hiring process, insights from our global associates, our robust benefits and more at Bakelite.com/careers. We are an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to gender, minority status, sexual orientation, gender identity, protected veteran status, status as a qualified individual with a disability or any characteristic protected by law. In order to be considered for this position candidates are required to submit an application for employment through our career site, be at least 18 years or age, willing to take a drug test, submit to a background investigation as part of the selection process, as well as additional periodic background checks as required by the Chemical Facility Anti-Terrorism Standards (CFATS) or regulations adopted by the Department of Homeland Security or other regulatory agencies. Candidates are required to have unrestricted authorization to work in the United States. This company participates in E-Verify. For additional details, click HERE. If currently an employee of the Company, you must have satisfactory work performance. Disclaimer: We are not accepting unsolicited assistance from search firms/employment agencies for this employment opportunity. Please, no phone calls or emails to an employee about this position. All resumes submitted by search firms/employment agencies to any employee of the Company via email, the Internet or in any other form and/or method without a valid written search firm agreement in place for this position will be deemed the sole property of the Company; no fee will be paid in the event a candidate is hired by the Company as a result of the unsolicited referral or through other means. Job Details Job Family Customer Service Pay Type Hourly Employment Indicator Regular Education Level High School Hiring Min Rate 23 USD Hiring Max Rate 25 USD

• Be there for our customers: You will always have an open ear for customers on the phone and provide support at all times, whether they have questions about our charging stations or our mobile app. • Handle written inquiries: In addition to phone support, you will manage written inquiries, proactively look for new solutions, and collaborate closely with the entire customer care team and other stakeholders at Qwello. • Optimize and set up internal processes: By interacting with customers you will learn what matters most to them and identify recurring issues. You are encouraged to propose improvements to processes. • Inspire customers and colleagues: With your friendly, service-oriented manner you will engage customers with our product and be a positive addition to the team.

Role Description The Patient Accounts Customer Service Representative is an integral member of the Revenue Cycle team, responsible for delivering exceptional service to patients while supporting the financial health of the organization. This remote role serves as the first point of contact for patient account inquiries, assisting patients with billing questions, payment arrangements, refunds, and account resolution. Schedule: Monday - Friday, 9am - 5:30pm PST. Key Duties and Responsibilities - Answer incoming patient phone calls in a professional, courteous, and timely manner while providing accurate information regarding billing, balances, payments, and account status. - Respond to voicemail messages and make outbound calls to patients to resolve outstanding balances, discuss account discrepancies, and assist with payment-related inquiries. - Review patient accounts for accuracy, ensuring demographic, insurance, and claim information is complete and correct prior to billing. - Process patient payments securely and accurately while maintaining compliance with organizational policies and payment handling procedures. - Manage self-pay credit balances by reviewing accounts, determining appropriate resolution, and requesting patient refunds as needed. - Perform follow-up on outstanding patient accounts receivable balances to ensure timely resolution and payment collection. - Maintain detailed and accurate account notes for all patient interactions and account activity. - Complete duties and assist others as directed. - Must follow all policies as introduced during new teammate On-Boarding, updated real-time and outlined in Teammate Handbook. Qualifications - High School diploma or GED. - Minimum 1-2 years’ experience within a medical office, healthcare billing, or revenue cycle environment required. - Experience handling high call volumes in a customer service environment preferred. - Experience with Nextgen and SIS Billing Systems a plus. - Knowledge of insurance billing, patient balances, and account reconciliation processes preferred. Requirements - Strong customer service skills with the ability to communicate empathetically and professionally with patients regarding financial matters. - Excellent verbal and written communication skills. - Knowledge of medical billing terminology, insurance processes, and patient account workflows. - Ability to work independently while following detailed instructions and established procedures. - High level of attention to detail and commitment to accuracy. - Ability to effectively use Office equipment. - Basic knowledge of Microsoft Office Word and Outlook. - Understanding of and adherence to all safety, risk management and precautionary procedures, including the consistent respect for confidentiality (HIPAA). - Using time efficiently, with meticulous attention to detail, accuracy, and completion. - Ability to manage multiple factors for the best result. - Resourcefulness in addressing first level problems and tenacity to see things through to solution. - Ability to remove oneself personally from given situations, remaining objective. - Able to adapt to change, delays or unexpected events while maintaining a positive mindset. - Clear oral and written communication. - Ability to provide feedback to improve performance. - Self-motivated; able to work following specific guidelines and in accordance with detailed instructions; measure self against standard of excellence, overcome obstacles and challenges with little supervision. Benefits - Comprehensive and competitive benefit and pay package including health coverage. - 401k with match and profit share. - PTO and more.

• Respond to customer enquiries via email, chat, and other non-voice channels in a timely and professional manner • Provide accurate information about products, orders, and general support queries • Enter and process customer orders accurately and efficiently within internal systems • Troubleshoot issues and guide customers toward practical solutions • Collaborate with internal teams to resolve more complex concerns • Maintain clear and organised records of customer interactions • Utilise AI agents and AI tools to improve efficiency, streamline workflows, and enhance customer support processes • Support the creation and improvement of help guides, FAQs, and knowledge base content • Identify recurring issues and share insights to help improve processes and customer experience