Strategic Service Representative

Emerson•Elyria, OH

19h•Onsite

About The Position

The Strategic Service Representative partners with the Strategic Account Executive(s) to deliver premium customer support for the assigned highest-value, Strategic Accounts. The Strategic Service Representative has all the skills, knowledge, experience, and abilities of a Senior Customer Service Representative, and has deep knowledge of the assigned accounts specialized order management and general customer care needs. The Strategic Service Representative develops specialized processes to support the Strategic Accounts’ needs and is the primary point of contact for sales order processing and customer service needs, and has strong business relationships with the assigned Strategic Accounts.

Requirements

A passion for Customer Service
Excellent verbal and written communication skills, phone contact handling skills and active listening.
Strong critical thinking and problem-solving skills
Strong collaboration skills
Strong drive for results and high level of commitment to exceed expectations
High attention to detail
Resilience, and ability to adapt and respond to a variety of situations and personalities
Ability to multi-task, prioritize, and manage time.
Proficient in MS Office Outlook, with basic Excel and Power Point skills.
Ability to work in a fast-paced environment, independently and as a team-player
2+ years of Customer Service experience or a bachelor’s degree.
Demonstrated ability to solve problems and collaborate cross-functionally.
Legal authorization to work in the United States - Sponsorship will not be provided for this position

Nice To Haves

Plumbing, Electrical or other Industrial market experience
Manufacturing, Distribution/Reseller, or Distribution Center experience
JDE, CRM, and Call Center phone system experience

Responsibilities

Serve as the primary point of contact for assigned strategic accounts and Account Executives related to all customer service and sales order management needs.
Build strong relationships through regular touchpoints to understand customer needs, align expectations, and deliver a premium service experience.
Provide accurate, timely information on products, pricing, availability, warranties, policies, and order status.
Proactively identify opportunities to improve service delivery and streamline account-specific processes.
Resolve customer issues and complaints with urgency; implement solutions and follow through to ensure full resolution and satisfaction.
Manage return authorizations and help with complex distributor inventory balancing in accordance with company policies.
Investigate and resolve escalated shipping issues by analyzing shipment data, identifying discrepancies, and coordinating corrective actions (credits, debits, replacements).
Partner cross-functionally to expedite supply and support strategic customer demand.
Support Customer Master data maintenance and account setup activities.
Accurately enter and manage complex, account-specific orders for strategic customers, ensuring adherence to unique requirements.
Monitor open orders, proactively resolve holds, and optimize order flow to support revenue realization.
Process and maintain specialty transactions including Market Development Funds (MDF), EDI corrections, promotions, rebates, and demo inventory.
Participate in ongoing product, systems, and process training to enhance expertise.
Identify and implement process improvements to increase efficiency and elevate the customer experience.
Act as a subject matter expert for assigned account systems; Maintain and update account-specific documentation, workflows, and service requirements.