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

• Serve as the primary internal point of contact for assigned account, ensuring exceptional customer support and responsiveness. 
• Act as the primary contact for assigned account in the absence of the National Account Manager (NAM).
• Partner with NAM to complete assigned projects and initiatives. 
• Create and maintain account-specific guidelines to ensure consistent service delivery. 
• Travel to customer locations, as needed, to support meetings and/or training purposes.

Account Administration and Order Management

• Manage all order entry and maintenance related to assigned account.
• Support EDI accounts by maintaining item mapping, pricing updates, unit-of-measure (UOM) alignment or contract additions. 
• Enter pricing quotes for special projects to support customer opportunities and NAM requests. 
• Coordinate prototype shipments for customer evaluation and approval.
• 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.
• Maintain customer online purchasing catalogs and ensure product information remains accurate and up to date.

Project Coordination and Cross-Functional Collaboration

• Serve as the internal coordinator for customer projects and issues related to the assigned account.
• Communicating item demand concerns and coordinate with internal teams to minimize customer impact.

Customer Issue Resolution

• Proactively and effectively manage customer issues, escalation, and service concerns in a timely manner to ensure resolutions are to customer’s satisfaction. 

SECONDARY FUNCTIONS

• Assist with customer collections and credit-related issues, when necessary.
• Provide back up for Strategic Account Representative role.
• Perform other duties as assigned. 

 EDUCATION, LICENSES, AND EXPERIENCE

• High school diploma or equivalent required.
• Associate or bachelor’s degree in Business, Marketing, Communications, or related field preferred.
• Minimum of 3 years of customer service, account management or customer-facing role experience
• Proficient in MS Office Suite, especially Excel.
• Experience using ERP, CRM, or order management system, a plus. 
• Ability to analyze information, resolve customer issues, and maintain a high level of accuracy and attention to detail.

SKILLS (Language, Mathematical, Reasoning, Other)

• Excellent communication skills.
• Ability to interact with others in a team manner and effectively move projects along.
• Strong data entry and keyboarding skills.
• Proven ability to exercise solid judgment.
• Ability to work in a fast paced, ever-changing environment with limited supervision.
• Complete tasks in a thorough, correct and timely manner.
• Detail oriented with good organizational skills and the ability to prioritize tasks.

WORKING CONDITIONS/PHYSICAL DEMANDS

• The job will require 70-80% of the day in a seated position taking calls and using a computer. 
• Ability to travel occasionally, as business needs require. 
• Some lifting may be required.