Key Account Support Associate

Ace Hardware•Oak Brook, IL

1d•$55,000 - $65,000•Onsite

About The Position

As the Key Account Support Associate , you will be responsible for partnering with aligned Territory Managers/Key Account Managers to assist in the development and implementation of key account support requirements for Emery Jensen’s most strategic customers. Which includes program formation and implementation plan of key customer initiatives, establishment of processes designed to improve customer experience and be the primary support point of contact for key customer stakeholders. This position exists to proactively develop relationships with key partners, suppliers, and stakeholders to build processes that allow Emery Jensen to deliver on its commitment to being a company that is easy to do business with. What you will do… Project Management- Proactively identify and work through time sensitive urgencies while balancing day to day needs from KASRs. Drive service level and revenue generating improvements for assigned customers. What can be done to improve the customer experience?- more in depth or quicker reporting; additional flags in SAP, change in carrier, change in RSC process. Identify these needs and escalate to KAS. Communication- Respond promptly to customers and internal partners. Organize and participate in customer meetings with Key Account Territory Mangers. Work cross-functionally with finance, sales, merchandising, Customer Care, and IT. Clearly explain incident resolutions, service updates, instructions, or scheduling changes to customers. This is accomplished by having an in depth knowledge of the programs, applications, systems and processes. Problem Resolution Escalation - This role will have the highest touchpoint within the accounts from management to decision makers internally and externally. It is pertinent to this role to raise problems within the accounts this team supports. Training and Leadership Internal- Train and mentor Key Account Support Representatives and Territory Managers/Key Account Territory Managers on established standards, processes, procedures, and projects. I.e. reports, portal, claims/credits processes, drop ship, fixtures, RGAs, Training and Leadership External- Train and lead customers on established standards, processes, and procedures. I.e. portal, claims/credits processes, drop ship, invoicing, etc. Report Analytics- Analyzing reports with their TMs to assist in proactive issue identification and areas for improvement. I.e.. Sku cancellations and replacement options, changes in order multiples, promotions, order history, etc. What you need to succeed… Minimum 4 years of account management, project management, executive support or high-end retail support required. Outside sales experience a plus. Bachelor’s Degree in Business or related field (commensurate experience considered). Excellent interpersonal and written/verbal communications skills with customers and colleagues from all impacted functional areas. Customer centric attitude Detail-oriented and extremely organized self-starter able to thrive is a fast-paced entrepreneurial environment. Ability to work under tight deadlines, manage simultaneously occurring tasks and shifting priorities Expert user of SAP, Excel, Access and Power Point; Proficient with Word, Outlook and Live Meeting Comfortability reporting into Oak Brook, IL at minimum 4 days a week.

Requirements

Minimum 4 years of account management, project management, executive support or high-end retail support required.
Bachelor’s Degree in Business or related field (commensurate experience considered).
Excellent interpersonal and written/verbal communications skills with customers and colleagues from all impacted functional areas.
Customer centric attitude
Detail-oriented and extremely organized self-starter able to thrive is a fast-paced entrepreneurial environment.
Ability to work under tight deadlines, manage simultaneously occurring tasks and shifting priorities
Expert user of SAP, Excel, Access and Power Point; Proficient with Word, Outlook and Live Meeting
Comfortability reporting into Oak Brook, IL at minimum 4 days a week.

Nice To Haves

Outside sales experience a plus.

Responsibilities

Project Management- Proactively identify and work through time sensitive urgencies while balancing day to day needs from KASRs.
Drive service level and revenue generating improvements for assigned customers.
Communication- Respond promptly to customers and internal partners.
Organize and participate in customer meetings with Key Account Territory Mangers.
Work cross-functionally with finance, sales, merchandising, Customer Care, and IT.
Clearly explain incident resolutions, service updates, instructions, or scheduling changes to customers.
Problem Resolution Escalation - This role will have the highest touchpoint within the accounts from management to decision makers internally and externally.
Training and Leadership Internal- Train and mentor Key Account Support Representatives and Territory Managers/Key Account Territory Managers on established standards, processes, procedures, and projects.
Training and Leadership External- Train and lead customers on established standards, processes, and procedures.
Report Analytics- Analyzing reports with their TMs to assist in proactive issue identification and areas for improvement.

Benefits

Incentive opportunities, based on role/grade level (rapid company growth over the past 2 years resulted in incentives being paid out above 116.96% of your target opportunity!)
Generous 401(k) retirement savings plan with a fully vested matching contribution the first year, in addition to an annual discretionary contribution (once eligibility requirements have been met).
Over the past five years, company contributions (matching, quarterly & discretionary) for fully eligible employees have averaged 6.6% of total compensation.
Comprehensive health coverage (medical, dental, vision and disability – up to 26 weeks short-term disability and long-term disability) & life insurance benefits for you and your dependents
21 days of vacation immediately available (prorated in the first year) and up to 6 paid holidays depending on the month of hire
Company Car, phone and fuel card are provided for field-based positions
Your career at Emery Jensen is more than just a job. It’s a chance to be part of something meaningful.
We help locally-owned businesses thrive and make an impact in their communities – and we support our employees in doing the same by offering an annual Cares Week, 20 hours off work per year to volunteer at an organization of your choice, opportunities to help Children’s Miracle Network Hospitals and the Ace Helpful Fund through the Ace Foundation
Emery Jensen invests in every employee we hire, with a key focus on development and coaching.
We offer on-site classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical annual review
We know the work environment matters. That’s why we hold frequent campus events like Employee Appreciation Week, vendor demos, cookouts, and merchandise sales
We bring them to you! Services such as mobile spas, auto maintenance, car wash and detailing, dry cleaning, dentists, eye doctors, flu shots, recycling and more!
Employee discounts on Ace merchandise (including top brands like Weber, Traeger, Yeti, Craftsman, DeWalt and more), travel, fitness, computers and thousands more
Birth/Adoption bonding paid time off
Adoption cost reimbursement
Employee Assistance Program (EAP) – access to free visits to therapists and lawyers, guidance on financial matters, elder and childcare, and assistance with tickets to entertainment events
Identity theft protection