Strategic Account Operations Coordinator

Cencora•USA > ID > Remote, ID

5d•Onsite

About The Position

The Strategic Account Coordinator serves as the primary customer service point of contact for large Strategic accounts playing a vital role in managing and nurturing relationships with internal and external customers alike. Supporting strategic initiatives with an emphasis on delivering white glove-superior customer experiences to gain and maintain customer satisfaction and loyalty of large Strategic accounts.

Requirements

High School Diploma/GED or equivalent experience required.
3+ years of experience in customer service operations, international coordination, order management, or a related field required.
Utilize the computer as a sales aid and be competent in the use of e-mail, Microsoft Excel, AS400, Outlook, and other key systems.
Demonstrate competency in MWI sales programs, promotions, and products.

Nice To Haves

Certification in ITIL 4 Foundation, Lean Six Sigma Yellow Belt, COPC Customer Experience Practitioner, or related certification preferred.

Responsibilities

Act as the primary liaison between the company and strategic account clients.
Develop and maintain strong, lasting relationships with key stakeholders in each account.
Ensure clear and effective communication between the client and internal teams.
Coordinate with various departments to meet client needs and resolve issues promptly.
Familiarity with managing ecommerce platforms to maximize consumer engagement
Ability to extract reporting from ecommerce vendor portals
Create, Edit, and Manage high quality product content
Align product content with brand guidelines
Liaison with brand manufacturers to complete item set-up and content improvement
Collaborate with purchasing to ensure inventory depth to support retail business
Collaborate with data analysts & Sr. Account Managers to synthesize sales data to provide recommendations to retail customers
Monitor account performance and ensure that service delivery meets or exceeds client expectations.
Identify opportunities for upselling or cross-selling additional services or products.
Address and resolve any issues or concerns raised by the client in a timely and efficient manner.
Proactively identify potential challenges and work with teams to mitigate them.
Provide regular reports and updates to clients on service performance and any ongoing projects.
Gather and relay client feedback to improve services and client satisfaction.
Answer incoming calls promptly to establish a premier service level for Strategic Accounts through dedicated phone queues.
Assist clients with the return of incorrect or damaged merchandise within the guidelines established by MWI and the manufacturers we represent.
Attend weekly sales meetings to keep informed on new products, changes within the industry, and systematic changes within MWI.
Work closely with Strategic Account Managers to help facilitate new item onboarding, inventory forecasting & demand, distinct pricing methods, customer online portal intervention and manufacturer rebates.
Manage the flow of customer sales orders via an EDI platform
Mitigate error resolution in a timely manner to ensure operations shipping cutoff times are adhered to.
Communicate impact with internal and external stakeholders.
Research compliance violations to determine validity or dispute claims.
Work closely with dedicated distribution center and operations personnel to analyze shipment pictures and documentation.
Generate customer credits on validated violations.
Assist cash application department with researching and applying customer payment deductions.
Manage compliance tracker to capture service level agreements and scorecard metrics.
Assist with new customer onboarding and account maintenance of required licensure and legal documentation.