Senior Account Representative

Briggs & Stratton•Menomonee Falls, WI

11d•Hybrid

About The Position

As an Account Representative Senior, your goal is to act as a leader within the sales support team and partner with assigned customers, outside sales, and internal support departments to meet and exceed forecasts and customer demand of company products. You function with limited supervision in performing all job duties and responsibilities including order management, inventory availability, coordinating logistics, and confirming financial elements are accurate and on time.

Requirements

Proficient in order management
Experienced in e-commerce
Interested in developing and providing a superb customer experience
Bachelor's Degree in related field OR equivalent education and experience
Minimum of three, with five or more preferred, years experience in a related field
ERP system experience required, SAP preferred
E-Commerce experience
Ability to gain a strong understanding of all Product and Service offerings
Excellent ability to adapt and navigate through complex business issues in a fast paced, constantly changing environment
Ability to maturely manage difficult or emotional situations and respond promptly to our customer needs
Strong interpersonal and verbal communication skills and proven ability to maintain high customer service and satisfaction while working with diverse groups of people.
Ability to provide guidance without clear direction
Possess a high level of energy, initiative, enthusiasm, cooperation and exercise good judgment and discretion.
Ability to meet deadlines and organize and prioritize multiple tasks simultaneously while working independently
Ability to travel domestically as needed
Fluent in English and primary language used in area of responsibility and/or location

Responsibilities

Fulfilling customer demand by entering new orders, communicating delivery dates and explaining backorders based on the customer's expected delivery.
Investigating and resolving inquiries related to order fulfillment, debits, credits and returns within company policy to provide resolution. Making decisions on customer escalations from others on the team when direction isn’t clear.
Monitoring open orders and scheduled shipment dates to expedite as needed to meet customer expectations. Working with logistics carriers to ensure timely delivery of product and resolving freight related concerns.
Analyzing demand changes week over week which impacts revenue, shipments, forecast and operations providing account specific reporting to management.
Sorting through complex transactions to determine the best method to route product considering country location and internal system requirements.
Coordinating and leading activities, through communication between accounts and business departments, to achieve appropriate business solutions.
Implementing and sustaining continuous improvement projects that are focused on improving sales and customer-facing processes to limit fines and increase customer satisfaction.
Providing voice-of-customer inputs to management utilizing customer scorecards, feedback, key performance measurements and reporting that include order fill rate, on-time shipping, and adherence to customer specific procedures.
Acting as a lead within the team including but not limited to: interviewing, coaching and developing employees or assigning and directing work.
Traveling to key customers for annual business reviews.