Enterprise Accounts Associate
About The Position
The Enterprise Accounts Support Representative is a key position responsible for ensuring that our enterprise customers in the Corporate, Education, and Government sectors are experiencing B&H’s exemplary level of care and satisfaction. Associates develop, maintain and grow customer relationships by ensuring that every interaction a customer has with us is a successful and positive experience. Responsibilities include creating and managing quotes, orders, returns, and inquiries via multiple methods of communication. Owning the issue and ensuring a complete and timely resolution are the most important success factors for this role.
Requirements
- Highly responsible. Able to take ownership of an issue and see it through resolution.
- Ability to prioritize different tasks/responsibilities with a fast-paced/ high volume workload
- Works well in a team and collaborative environment
- Exceptional communication skills — both oral and written
- Is courteous and professional in all interactions
- Detail-oriented and critical thinker
- Basic understanding of B&H products and how to perform research in assisting customer choices to support order entry/management.
- Knowledge of Microsoft Office and general office productivity tools.
- Open and able to learn new technologies and systems and can adapt to change
Nice To Haves
- 1 year in a customer facing role or 2 years in an office setting preferred.
- College education preferred.
Responsibilities
- Receives, prioritizes, and responds to in-bound customer inquiries within expected time frames and takes an ownership view of outstanding requests.
- Thoroughly reviews customer inquiries and ensures that the responses are comprehensive and provide effective solutions.
- Ensures that all work is done with a high degree of attention to detail and thoroughness including completely reviewing customer documentation for proper billing information, shipping methods, payment methods, email address, phone numbers, etc.
- Processes customer Quote/bid requests and Purchase Orders into the ordering system along with any changes or cancellation requests.
- Responds to customer inquiries such as stock check, order status check, price check, claims, returns etc. within defined time frames.
- Proactively follows up with customers regarding outstanding orders both pre and post-sale as assigned.
- Communicates with our customers in a professional and courteous manner.
- Actively builds relationships with customers and demonstrates by actions that the customer can count on us.
- Resolves issues requiring collaboration with other departments by clearly communicating with other departments and managing outcomes.
- Uses good judgment to escalate customer issues or communications as appropriate.
- Makes issue resolution decisions independently within prescribed guidelines.
- Understands Customer Service processes.
- Has a basic understanding of order fulfillment and physical distribution network principles (i.e., truck shipment vs parcel shipments, overnight vs ground, international shipping methods and customs/duties, etc.)
- Provides support for process improvement, cost reduction, & service improvement initiatives
- Assists team members as needed
- Assists other teams as needed
- Participates in and contributes to departmental initiatives and community activities.
- Other responsibilities as assigned by manager.
Benefits
- competitive salaries
- medical benefits
- a 401K plan
- employee discounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
