Senior Strategic Account Specialist

Cencora•Boise, ID

10d•$43,300 - $79,310•Onsite

About The Position

The Sr Strategic Account Specialist will be responsible for the day-to-day relationship between MWI and the MVH strategic accounts by providing superior customer service and support. The Sr Strategic Account Specialist also develops and maintains successful working relationships with relevant departments at MWI that will best serve the customer. This role 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

High School Diploma/GED or equivalent experience required.
3+ years of experience in customer service operations, case management, order management, issue resolution, escalations support, service delivery, or a related field required.
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 degree; veterinary clinic experience desirable.
Knowledge in customer service operations and transaction support processes.
Knowledge in customer information management, record maintenance, and documentation practices.
Knowledge in billing, payment, and reporting processes within an operational environment.
Knowledge in quality control principles, service measures, and escalation practices.
Knowledge in Microsoft Office applications and standard business systems.
Ability to communicate effectively in writing and verbally with customers and internal stakeholders.
Ability to organize workload, manage priorities, and handle multiple tasks within defined timelines.
Ability to review data and documentation for completeness, accuracy, and consistency.
Ability to analyze operational information and numerical data to identify issues or variances.
Ability to resolve routine operational issues by applying defined procedures and judgment.
Ability to work independently within established guidelines and collaboratively across functions.
Ability to maintain attention to detail in a structured service environment.

Nice To Haves

Associate's degree in business administration, operations, or a related field preferred.
Certified Customer Experience Professional (CCXP), or equivalent certification preferred.

Responsibilities

Seek to understand the needs of the Strategic Accounts.
Provide all facets of customer service. This includes 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 inquires, 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.
Responsible for analyzing and investigating customer issues and taking the appropriate action, in a professional and timely manner.
Assist with the on boarding 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.
Ability to handle escalated issues by proactively evaluating and recommending solutions to MWI/MVH management for customer challenges including working with internal/external customer groups to resolve customer concerns.
Makes suggestions and recommendations to supervisor and/or manager to continually improve customer service operations.
Completes assigned special projects.
Maintain MBX email inbox of COUPA orders.