Key Account Representative

SUMMARY OF POSITION: Under the direction of the  Customer Experience Manager the Key Account Representative is assigned to high dollar volume accounts for purposes of elevated and personalized care. This position is the primary order entry resource for assigned customers, and is the point person for all incoming inquires, and the account’s unique needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Serve as the primary point of contact for all incoming calls and emails from assigned key accounts. Provide exceptional support   via phone and email to customer questions regarding orders, products, services, shipments, and promotions as assigned. Ensures calls are appropriately managed or redirected when in meetings, on breaks, or out of office.
• Processes orders; including order entry, status updates, backorder management, & prebook management. Ensure accurate documentation of customer requirements for orders placed. Ensure timely and accurate delivery of products all the while developing a strong working relationship with the customer. Follow up on outstanding orders to ensure the customer’s expectations are met.
• Provide exceptional service to key accounts by resolving any issues or concerns that arise including but not limited to; product issues, logistical challenges, or service-related concerns. Proactively address and resolve any customer concerns, complaints, or returns, ensuring timely and satisfactory solutions to maintain customer loyalty.
• Work closely with the cross functional teams to ensure timely fulfillment of orders and initiative-taking communication on any potential delays or stock shortages to customers. Routes all inquiries and account needs to the proper department to develop solutions in the best interest of both the customer and the company. Follow procedures and protocols to ensure consistent service and strong working relationships with team responsible for shipping, delivery, accounting, and technical issues from a customer service perspective. Stay informed on product offerings, promotions, competitor activities, and industry trends to effectively assist customers with product selection and upsell opportunities. Identify and pursue opportunities with Sales Representatives to grow revenue and market share within assigned accounts. Work with customers to understand their goals and offer solutions to meet their business needs.
• Work with the CRM system to streamline communication and to build account knowledge. Develop and maintain positive, long-term relationships with customers by understanding their needs and delivering personalized service.
• Track customer feedback, report on customer service trends, and provide insights to management on customer needs or concerns.
• Support external sales team with reports, needed presentations, and proactive selling.
• Travel to support account events, account shows, or industry events.
• Travel to account meetings when needed.

EDUCATION and/or EXPERIENCE

·        Bachelor’s Degree in related field or four years of equivalent experience.

·        Two-years customer service or sales experience.

·          Excellent communication and interpersonal skills.

·        Ability to professionally resolve customer issues with integrity and recognition of the importance of a long-term business relationship.

·        Proactive and positive outlook, with a passion for delivering exceptional customer experiences.

·        Strong organizational and analytical skills with the ability to manage multiple accounts and projects simultaneously.

·        Multi-task in a fast-paced environment

·        Self-motivated and results driven.

·        Strong understanding of wholesale sales process, supply chain management, and inventory control.

·        Ability to read and interpret documents such as statistics, reports, and process and procedure manuals. 

·        Ability to write routine to complex reports and correspondence. 

·        Ability to speak effectively with management, customers, and others in the organization.

·        Working knowledge of enterprise management software, CRM Software, and MS office suite

·        Dynamics 365 experience preferred.

·        Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

·        Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.