Senior Specialist - Strategic Account Support

AmerisourceBergen

132d • $50,200 - $71,940 • Remote

About The Position

The Senior Strategic Account Support Specialist will be responsible for the day-to-day relationship between MWI and the MARs strategic accounts by providing superior customer service and support. The Senior Strategic Account Support Specialist will also develop and maintain successful working relationships with relevant departments at MWI that will best serve the clients. This position will also work closely with customers and collaborate with internal departments to ensure correct accounting, billing, and customer contract procedures are maintained; customer orders are successfully delivered; standard and ad hoc reports are provided to meet customer specifications; assist with analytical and operational solutions; and procedure documentation.

Requirements

• Advanced Excel skills are necessary
• Proficiency with Word and Outlook is needed
• Proven experience in a customer service role
• Strong verbal and written communication skills
• Excellent problem solving and conflict resolution abilities
• Ability to handle multiple tasks, demonstrate critical and analytical thinking
• Must display initiative, a desire to learn, and the ability to actively participate and assist in facilitating team projects
• Normally requires two 2+ years related experience or bachelor's degree; veterinary clinic experience desirable

Responsibilities

• Seek to understand the needs of the Strategic Accounts
• Provide all facets of customer service, including high volume phone support and response to email inquiries, in a timely and professional manner
• Service customer calls, emails and faxes by responding to general inquiries, concerns and requests
• Reconcile potential damaged and lost shipments, including processing product returns and credits
• Generate and customize weekly reports and ad hoc requests as required
• Maintain frequent contact with internal and external customers to address all issues within assigned area of responsibility
• Analyze and investigate customer issues and take appropriate action in a professional and timely manner
• Assist with the onboarding and training of all new associates as necessary with call intake, handling customer inquiries, and system procedures
• Assist with analytical solutions and procedure documentation
• Provide accurate information regarding products, pricing, services, policies and procedures
• Maintain detailed records of customer interactions/communications in CRM (Orbit) system
• Handle escalated issues by proactively evaluating and recommending solutions to MWI/MVH management for customer challenges
• Make suggestions and recommendations to supervisor and/or manager to continually improve customer service operations
• Complete assigned special projects
• Maintain MBX email inbox of COUPA orders

Benefits

• Medical, dental, and vision care
• Backup dependent care
• Adoption assistance
• Infertility coverage
• Family building support
• Behavioral health solutions
• Paid parental leave
• Paid caregiver leave
• Training programs
• Professional development resources
• Opportunities to participate in mentorship programs
• Employee resource groups
• Volunteer activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Bachelor's degree