Key Account Specialist

EECO•Franklin, VA

About The Position

The Key Account Specialist (KAS) is responsible for service needs across designated key accounts, providing customers with a dedicated resource while enabling Key Account Managers (KAMs) to focus on developing new business. The role supports customer satisfaction and the company’s strategic growth initiatives by coordinating quotes, pricing, delivery, factory support, and internal technical or business resources. The KAS works with customer support, product service, pricing, purchasing and inventory control, credit and collections, sales, and operations teams to deliver a high level of service to key customers. The role also supports profitable account growth by managing pricing agreements and customer pricing files, identifying opportunities to improve margins, and communicating applicable pricing changes. The KAS seeks to understand customer needs and challenges, identify sales opportunities, and propose products, services, or solutions that create customer value and improve efficiency. This position is with Electrical Equipment Company (EECO), a full-line electrical distributor specializing in industrial automation and power solutions.

Requirements

Associate degree or equivalent relevant work experience.
Authentic commitment to customer service and a collaborative personality.
Tenacity to see challenges through to resolution.
Intermediate knowledge of Microsoft Excel spreadsheet software.
Strong written and oral communication skills.
Ability to work independently and autonomously.
Strong attention to detail and analytical abilities.
Ability and willingness to learn EECO’s business systems and train for additional responsibilities.
Ability to work by and speak to EECO’s cultural beliefs: Achieve Results, Delight Customers, Straight Talk, It’s Mine, Value Everyone, Think Team, and Build Trust.

Nice To Haves

Previous experience in an industrial or manufacturing environment.

Responsibilities

Provide customer service and sales support to designated key accounts, serving as the customers’ first point of contact for pricing, quotes, and delivery.
Follow up on quotes, request support as needed, and communicate results to customers.
Lead efforts to resolve pricing concerns and coordinate with the KAM when appropriate.
Resolve customer issues and coordinate with factories and internal teams to obtain information or support.
Coordinate factory people, delivery, pricing, internal technical specialists, product managers, and business development specialists based on customer needs.
Negotiate prices as appropriate.
Qualify identified sales opportunities and involve the KAM when applicable.
Work with the KAM to identify key contacts and decision-makers and obtain information that can advance opportunities.
Use the customer relationship management (CRM) system to manage customer interactions and prioritize activities.
Proactively manage pricing agreements and customer pricing files, as required and at least annually, to support gross profit.
Identify opportunities to migrate customers to preferred vendors and increase margins.
Maintain pricing files that support competitive pricing and margin objectives.
Notify customers proactively of applicable pricing changes.
Understand customer needs and challenges and identify ways to improve efficiency through systems, technology, services, or solutions.
Proactively offer products and services that provide value to customers.
Work across departmental boundaries to improve efficiency and address challenges affecting customer service.
Learn EECO’s business systems and train for additional responsibilities as needed.