Key Account Support Associate

Ace Hardware Corporation•Oak Brook, IL

4d•$55,000 - $65,000•Hybrid

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. This 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.

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

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.
Identify needs for improved customer experience (e.g., more in-depth or quicker reporting; additional flags in SAP, change in carrier, change in RSC process) and escalate to KAS.
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.
Raise problems within the accounts this team supports.
Train and mentor Key Account Support Representatives and Territory Managers/Key Account Territory Managers on established standards, processes, procedures, and projects (e.g., reports, portal, claims/credits processes, drop ship, fixtures, RGAs).
Train and lead customers on established standards, processes, and procedures (e.g., portal, claims/credits processes, drop ship, invoicing).
Analyze reports with their TMs to assist in proactive issue identification and areas for improvement (e.g., Sku cancellations and replacement options, changes in order multiples, promotions, order history).

Benefits

Generous 401(k) retirement savings plan with a fully vested matching contribution the first year and annual discretionary contribution.
Incentive opportunities, based on role/grade level.
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).
Up to 6 paid holidays depending on the month of hire.
Company Car, phone and fuel card are provided for field-based positions.
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.
On-site classes, facilitator-led courses, and a generous tuition assistance program.
Frequent campus events like Employee Appreciation Week, vendor demos, cookouts, and merchandise sales.
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.