JOB SUMMARY

The Strategic Account Representative is responsible for managing high-volume customer orders and ensuring accurate, timely fulfillment for assigned accounts. This role works closely with the Senior Strategic Account Representative and cross-functional teams to understand customer requirements, inventory needs, and delivery expectations. The Strategic Account Representative serves as a key point of contact for order coordination, proactively communicates customer and inventory needs, and helps ensure a seamless customer experience from order entry through delivery.

ESSENTIAL FUNCTIONS

Account Administration and Order Management

Support all assigned EDI orders by reviewing and pulling information from ERP system.

• Review customer orders and confirmations for accuracy in price, delivery, and terms.
• Acknowledge and communicate order changes internally as well as to the customer.
• Expedite customer orders as needed.

Customer Service and Support

Receive incoming calls and customer inquiries:

• Provide product assistance such as stock status, lead time, use and application.
• Provide order status, shipping information, tracking details.
• Provide general customer/account information.

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

• Research order shortages/overages and dispositions any discrepancies.
• Process customer requests for credit or returns.
• Communicates to appropriate internal personnel any product or non-product complaints.

Documentation and Reports

• Generate various reports as required by customer or the sales manager.
• Maintains customer files in share point.   Review vendor requirements and update accounts accordingly.  
• Review and discuss customer forecast needs with Senior Strategic Account Representative or NAM’s.
• Elevate issues to Senior Strategic Account Representative, Manager or Sales Manager regarding customer demands and delivery requirements as needed.

Additional Responsibilities

• As time permits assist other Account Representatives 
• Performs other related duties as assigned.

EDUCATION, LICENSES, AND EXPERIENCE

• High school diploma or equivalent 
• College degree preferred 
• Previous customer service experience, preferred
• Working knowledge of computer applications, including Microsoft Office programs such as Word, Excel, and Outlook; proficiency preferred.
• Demonstrated ability to apply basic mathematical and reasoning skills to daily tasks and problem-solving.

SKILLS (Language, Mathematical, Reasoning, Other)

• Detail oriented with good organizational skills and the ability to prioritize tasks.
• Ability to work in a fast paced, ever-changing environment with limited supervision.
• Ability to multi-task and prioritize
• Willingness to learn and grow while being action-oriented and results driven.
• Ability to interact with others in a team manner and effectively move tasks along.

WORKING CONDITIONS/PHYSICAL DEMANDS

• The job will require 70-80% of the day in a seated position taking calls and using a computer.