Strategic Account Representative

Description 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.

Requirements

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.