Sr Account Services Associate

HD Supply Management•New Braunfels, TX

2d•Onsite

About The Position

Maintains existing customer accounts, processes new account applications, and resolves escalated account issues. Ensures customer data is accurate and in-line with data governance standards. May modify processes to resolve situations. Under limited supervision, relies on experience and exercises independent judgment to determine the best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by a supervisor or direct customers of the process. Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees' professional development but does not have hiring/firing authority.

Requirements

Generally 5-7 years of experience in a related area of responsibility.

Nice To Haves

Technical certification or associate degree may be required in some areas.

Responsibilities

Provides customer service via phone, email, and chat for account updates, new account requests, tax questions, marketing attributes, and general inquiries.
Serves as the secondary point-of-contact for account-related issues.
Partners with internal teams to resolve escalated and complex customer concerns.
Organizes and initiates mass account creations and updates.
Runs reporting to update and maintain the master customer data list.
Identifies and removes duplicate accounts from the system.
Creates and maintains customer account data in SAP, including billing, shipping, contact, and purchasing information.
Validates tax exemption documents, codes tax exemptions and concessions to accounts, and corrects system generated tax inaccuracies.
Processes credit applications.
Maintains quality and departmental metrics.