Description:
JOB SUMMARY
The Senior Strategic Account Representative provides day-to-day operations and administrative support for assigned strategic customer accounts by coordinating orders, account maintenance, reporting and customer projects. This role serves as a key point of contact for assigned accounts, internally and externally. Partners with the National Account Manager (NAM) to ensure best-in-class customer service experience.
ESSENTIAL FUNCTIONS
Account Management and Customer Support
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Serve as the primary internal point of contact for assigned account, ensuring exceptional customer support and responsiveness.
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Act as the primary contact for assigned account in the absence of the National Account Manager (NAM).
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Partner with NAM to complete assigned projects and initiatives.
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Create and maintain account-specific guidelines to ensure consistent service delivery.
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Travel to customer locations, as needed, to support meetings and/or training purposes.
Account Administration and Order Management
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Manage all order entry and maintenance related to assigned account.
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Support EDI accounts by maintaining item mapping, pricing updates, unit-of-measure (UOM) alignment or contract additions.
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Enter pricing quotes for special projects to support customer opportunities and NAM requests.
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Coordinate prototype shipments for customer evaluation and approval.
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Create, maintain, and distribute customer-specific reports, which can include but are not limited to inventory management, order management, roll-out progress reports, and other account reporting requirements.
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Maintain customer online purchasing catalogs and ensure product information remains accurate and up to date.
Project Coordination and Cross-Functional Collaboration
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Serve as the internal coordinator for customer projects and issues related to the assigned account.
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Communicating item demand concerns and coordinate with internal teams to minimize customer impact.
Customer Issue Resolution
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Proactively and effectively manage customer issues, escalation, and service concerns in a timely manner to ensure resolutions are to customer’s satisfaction.
SECONDARY FUNCTIONS
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Assist with customer collections and credit-related issues, when necessary.
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Provide back up for Strategic Account Representative role.
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Perform other duties as assigned.
Requirements:
EDUCATION, LICENSES, AND EXPERIENCE
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High school diploma or equivalent required.
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Associate or bachelor’s degree in Business, Marketing, Communications, or related field preferred.
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Minimum of 3 years of customer service, account management or customer-facing role experience
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Proficient in MS Office Suite, especially Excel.
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Experience using ERP, CRM, or order management system, a plus.
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Ability to analyze information, resolve customer issues, and maintain a high level of accuracy and attention to detail.
SKILLS (Language, Mathematical, Reasoning, Other)
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Excellent communication skills.
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Ability to interact with others in a team manner and effectively move projects along.
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Strong data entry and keyboarding skills.
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Proven ability to exercise solid judgment.
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Ability to work in a fast paced, ever-changing environment with limited supervision.
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Complete tasks in a thorough, correct and timely manner.
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Detail oriented with good organizational skills and the ability to prioritize tasks.
WORKING CONDITIONS/PHYSICAL DEMANDS
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The job will require 70-80% of the day in a seated position taking calls and using a computer.
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Ability to travel occasionally, as business needs require.
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Some lifting may be required.
