SUMMARY:  

This role oversees all activities related to building and managing strong relationships with key direct and buyback accounts. The position works closely with internal and external partners to increase sales, profitability, customer satisfaction, and overall account success.

Responsibilities include managing assigned customer accounts, serving as the primary point of contact for customer inquiries and escalations, coordinating cross-functional support, and managing the order-to-cash process. The role also focuses on customer retention, process improvement, inventory and forecasting coordination, open order management, and identifying opportunities to support account growth.

The individual in this role is expected to maintain strong relationships with customers, suppliers, and internal departments including Sales, Procurement, Operations, Dispatch, and Billing to ensure customer expectations and business objectives are met. Additional responsibilities include maintaining accurate account documentation, supporting onboarding activities, and proactively resolving issues impacting service levels or profitability.

Successful candidates should demonstrate strong communication, customer service, organizational, problem-solving, and relationship management skills while working independently with minimal supervision and in alignment with company standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. The Company reserves the right to add to, delete, change or modify the essential duties and responsibilities at any time. All work is to be completed with minimum supervision and in accordance with Company standards. Other duties may be assigned.

Manage assigned customer accounts by building and maintaining strong business relationships
Serve as the primary point of contact for assigned accounts regarding orders, service concerns, product availability, and account-related inquiries
Conduct regular account reviews to identify opportunities for process improvements, increased sales, and enhanced customer satisfaction
Monitor customer activity, trends, and service levels to proactively address issues and support account growth
Partner with Sales, Procurement, Operations, and other internal departments to ensure customer expectations and business objectives are met
Support customer retention efforts through consistent communication, follow-up, and resolution management
Maintain accurate customer account documentation and ensure account information is updated within company systems
Assist with onboarding new accounts, including setup coordination, process education, and ongoing account support
Network with key clients and key suppliers to identify and address specific needs
Conduct weekly, monthly, and/or quarterly meetings with key customers and/or suppliers to drive process improvement
Serve as a point of escalation for key Direct and Buyback Accounts, internally and externally
Develop and maintain relationships with customers to ensure long-term success
Act as liaison between customers and internal teams ensuring client requirements are met
Handle all calls and cases for assigned key customers
Ensure brand consistency
Maintain high customer satisfaction ratings according to company standards
Stay up to date with internal and external developments and suggest ways to increase sales
Work with procurement and forecasting teams to ensure stocking levels are accurate
Manage process from order to cash for assigned customers
Review open order reports for assigned locations
Coordinate with inventory, dispatch, operations, and billing on orders that require attention
Work with sales for assistance on approved task lists
Work emergency line during assigned time

COMPETENCY:

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.
Interpersonal - focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
Oral Communication - speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
Teamwork - balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to

 QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 EDUCATION/EXPERIENCE:  

Bachelor's degree (B.A.) from four-year College or University with 3-5 years related experience and/or training or equivalent combination of education and experience.     

LANGUAGE ABILITY:  

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of employees, managers, and customers.     

MATH ABILITY:  

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.   

REASONING ABILITY:  

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.     

COMPUTER SKILLS:  

To perform this job successfully, an individual should have knowledge of Word, excel and power point, and experience working in an enterprise-wide system.     

WORK ENVIRONMENT:  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job. The noise level in the work environment is usually moderate.     

PHYSICAL DEMANDS:  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.     

While performing the duties of this Job, the employee is regularly required to talk or hear and use hands to finger, handle, or feel. The employee is frequently required to sit. The employee is occasionally required to reach with hands and arms. The employee must regularly lift and or move up to 10 pounds.  Specific vision abilities required by this job include Close vision, Peripheral vision, Depth perception and Ability to adjust focus.     

EOE