Senior Account Representative

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As an Account Representative Senior your goal is to act as a leader within the sales support team and partner with assigned customers, outside sales and internal support departments to meet and exceed forecasts and customer demand of company products.  You function with limited supervision in performing all job duties and responsibilities including order management, inventory availability, coordinating logistics and confirming financial elements are accurate and on time. #LI-MD1 #LI-Hybrid

You will do this by:

• Fulfilling customer demand by entering new orders, communicating delivery dates and explaining backorders based on the customer's expected delivery.
• Investigating and resolving inquiries related to order fulfillment, debits, credits and returns within company policy to provide resolution. Making decisions on customer escalations from others on the team when direction isn’t clear.
• Monitoring open orders and scheduled shipment dates to expedite as needed to meet customer expectations. Working with logistics carriers to ensure timely delivery of product and resolving freight related concerns.
• Analyzing demand changes week over week which impacts revenue, shipments, forecast and operations providing account specific reporting to management.
• Sorting through complex transactions to determine the best method to route product considering country location and internal system requirements.
• Coordinating and leading activities, through communication between accounts and business departments, to achieve appropriate business solutions.
• Implementing and sustaining continuous improvement projects that are focused on improving sales and customer-facing processes to limit fines and increase customer satisfaction.
• Providing voice-of-customer inputs to management utilizing customer scorecards, feedback, key performance measurements and reporting that include order fill rate, on-time shipping, and adherence to customer specific procedures.
• Acting as a lead within the team including but not limited to: interviewing, coaching and developing employees or assigning and directing work.
• Traveling to key customers for annual business reviews.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities. 

You are the kind of person who is/has:

• Proficient in order management
• Experienced in e-commerce
• Interested in developing and providing a superb customer experience

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Qualifications: 

• Bachelor's Degree in related field OR equivalent education and experience
• Minimum of three, with five or more preferred, years experience in a related field
• ERP system experience required, SAP preferred
• E-Commerce experience
• Ability to gain a strong understanding of all Product and Service offerings
• Excellent ability to adapt and navigate through complex business issues in a fast paced, constantly changing environment
• Ability to maturely manage difficult or emotional situations and respond promptly to our customer needs
• Strong interpersonal and verbal communication skills and proven ability to maintain high customer service and satisfaction while working with diverse groups of people.
• Ability to provide guidance without clear direction
• Possess a high level of energy, initiative, enthusiasm, cooperation and exercise good judgment and discretion.
• Ability to meet deadlines and organize and prioritize multiple tasks simultaneously while working independently
• Ability to travel domestically as needed
• Fluent in English and primary language used in area of responsibility and/or location

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