Key Accounts Specialist

QUEST RESOURCE MANAGEMENT GROUP LLC•Irving, TX

1d•Hybrid

About The Position

The Key Accounts Specialist (KAS) is responsible for managing and enhancing client relationships by providing exceptional support and service throughout the client lifecycle. They act as the primary point of contact between the company and its clients, ensuring that all client needs and concerns are addressed promptly and effectively. Key responsibilities include resolving client inquiries, processing orders, maintaining Customer Relationship Management (CRM) system to record and track all customer requests and resolve concerns, and ensuring a high level of client satisfaction. This role may also involve handling customer complaints, providing training on services offered, and offering solutions to improve the overall client experience. Strong communication, problem-solving skills, and a customer-centric attitude are essential to success in this role.

Requirements

High school diploma required (some college preferred or equivalent work experience).
Prior work experience in a professional customer service environment is strongly preferred, with applicable industry experience preferred.
Excellent communication skills paired with superior customer service and relationship-building ability.
Displays a well-rounded knowledge of clients and the ability to handle calls and requests independently.
Properly prioritizes tasks and manages time wisely, with a proven ability to stay organized and complete required follow-up.
Multitasks effectively while maintaining data integrity.
Positive, cooperative team player who is dependable and reliable, and willing to assist others as needed.
Effective problem solver with the ability to think on their feet and apply critical thinking; responds well in a dynamic, fast-paced environment.
A proven self-starter with growth potential, attentive to detail, open to learning new ideas and skills, and able to acquire needed information from various sources.
Proficient with Microsoft Office (Excel, Word, Outlook, and PowerPoint), including the ability to search and compile data in large spreadsheets, and comfortable with internet research.
Aptitude to work across multiple systems — including Phase Ware and Master Data Files — and to learn new systems quickly.
Displays or develops mastery of specialized business lines over time in the role.

Nice To Haves

Some college preferred or equivalent work experience.
Applicable industry experience preferred.

Responsibilities

Manage and enhance client relationships by providing exceptional support and service throughout the client lifecycle.
Act as the primary point of contact between the company and its clients, ensuring that all client needs and concerns are addressed promptly and effectively.
Resolve client inquiries.
Process orders.
Maintain Customer Relationship Management (CRM) system to record and track all customer requests and resolve concerns.
Ensure a high level of client satisfaction.
Handle customer complaints.
Provide training on services offered.
Offer solutions to improve the overall client experience.
Build and sustain strong relationships across dedicated client and vendor groups, acting as a reliable primary point of contact for day-to-day communication, including at the corporate level.
Deliver professional, customer-centric service and continually identify opportunities to enhance client satisfaction and deepen relationships.
Coordinate service requests and dispatch from inception to completion, managing operational inquiries and ensuring timely, satisfactory resolution of customer and vendor needs.
Exercise sound, independent judgment to research and resolve issues using available resources before escalating and follows up consistently on outstanding issues and escalations to closure.
Maintain accurate account information and disciplined daily use of the CRM system and queue in accordance with company standard operating procedures.
Utilize client master data and internal systems to support account operations, produce reports and analysis as needed to support the business, and work effectively across multiple systems, learning new ones quickly.
Issue purchase orders and compute additional charges accurately, applying a sound understanding of pricing to complete pricing analysis.
Reference client master files appropriately to determine service/waste stream pricing and support resolution of basic accounting-related inquiries.
Partner across departments and provide cross-functional support, including serving as backup or secondary liaison for account management functions as needed.
Assist with research and administrative needs, identify opportunities for process improvement, and support training, presentations, and other cross-functional initiatives.
Demonstrate consistent, prompt attendance and dependable follow-through on commitments.
Display flexibility to work on-call schedules or company-designated holidays as business needs require, maintaining professionalism in all client, vendor, and internal interactions.
Perform other duties as assigned.

Benefits

Medical/Dental/Vision
401(k) Plan
Life and STD
Company paid Life
Short term disability plan (voluntary employee-paid LTD is offered)
Eligibility for health and life insurance plans: 1st of month following date of hire
401k plan with employer match
Employee Stock Purchase Plan
Paid Holidays, Vacation and Sick time
Casual business environment (wear jeans)
Great incentives and rewards
Quarterly recognition program