Account Representative - Customer Support Center

As an Account Representative, you will act as a liaison, provide product/services information over phone or email and resolve any emerging problems that our largest customer may face. The target is to ensure excellent customer service standards, respond efficiently to customer inquiries and actively support the National Account Managers to achieve sales excellence.

DUTIES & RESPONSIBILITIES

• Be the voice of the Customer Support Center (CSC) by handling all calls to CSC’s general sales line, confidently address issues and providing customer’s exceptional service.
• Develop customer relationships by provide the prompt action to all calls, including writing orders, providing order tracking information, answering questions and addressing concerns regarding past and future orders.
• Recommend solutions based on customers’ needs and interests.
• Estimate, quote, discuss contract terms, address warranty, delivery status and issue credits for FleetPride’s largest regional customers.
• Work with sales group to develop and market industry leading product lines.
• Contact target accounts on a monthly basis through a variety of channels in an effort to promote special offers as determined by management.
• Collaborating with a variety of different departments to better serve the clients’ needs, such as Category Management, Legal and Supply Chain.
• Identify research and resolve customer issues.
• Follow up on customer inquiries not immediately resolved.
• Create and maintain reports that drive the success of the sales process.
• Ensure FleetPride remains competitive while maximizing margins by updating customer pricing matrix.

EDUCATION & TRAINING

• High School Diploma (or GED or High School Equivalence Certificate) required, with a Bachelor’s Degree preferred

KNOWLEDGE & EXPERIENCE

• Minimum 2 years of experience in an administrative role
• Prior experience in a customer service environment is preferred
• Ability to grow into an Inside Sales position
• Intermediate level knowledge of MS Excel, MS Word, MS PowerPoint, MS Access
• Knowledge of AS400 is a plus

SKILLS & ABILITIES

• Active Listening: The ability to ask probing questions, request clarification and paraphrase to show understanding.
• Judgment & Decision making: Use business acumen to adjust priorities and ensure the successful deployment of customer accounts, successful bids and other projects.
• Computer skills: The ability to learn new programs and utilize them to improve performance. Intermediate to advanced knowledge of MS Office and various office machines.
• Communicating: Conveying information to others in an effective manner.
• Active Learning: Understanding the implication of new information for both current and future problem solving and decision-making.
• Project Management: Successfully manage multiple project simultaneously while ensure deadlines are met.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Collaboration: Work with multiple departments to ensure bid’s, projects and other task are actively being worked and completed on time.
• Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
• Written Expression: The ability to communicate to communicate information and ideas presented in writing.
• Oral Comprehension: The ability to understand information and ideas presented through spoken words and sentences.
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not only involve.

WORK ENVIRONMENT

The primary environment is characterized by ambient room temperatures, lighting and traditional office equipment found in a typical office environment.

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 the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reaching above shoulder heights, below the waist or lifting as required filing documents and storing materials.
• Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
• Occasional lifting of moderately heavy objects, such as computers and peripherals.
• Sitting for extended periods of time.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.