Sr Account Specialist

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Job description

Description:

Mission

Responsible for supporting the Best Experience philosophy by building and maintaining positive business relationships. Encompasses, but not limited to, customer support, training, mentoring, high level presentations to customers, etc

Objectives

Provides all aspects of customer service to specific key accounts, i.e., this includes, but is not limited to problem resolution, follow through and shipment expediting, public relation calls and training (customer service

reps and influencers).

Provides ongoing account specific training on policies/programs, etc., to insure continued knowledge to customer service reps.

Daily communication, both verbal and written, to internal/external customers (senior level management, Merchants/Buyers, Directors, Account Managers, etc.). Communication can include rollout issues/concerns. Work cross functionally to support and communicate account specific needs regarding the NPS process.

Gain feedback from account influencers to recommend program/policy changes to Account Managers.

Define and/or interprets customer program /policy to the satisfaction of both the customer and the Company to assist the CSR with problem resolution.

Anticipate and respond to customers' needs by proactively identifying potential problems/concerns and working with cross functional departments to resolve.

Communicates to management problems affecting the quality of service provided to assigned accounts. Analyze feedback and recommend possible solutions.

Requirements:

Education and Experience

Job requires 5 to 7 years of previous related work experience

Work schedule; M-F (8:30 a.m. - 5 p.m.).

Knowledge, Skills, and Abilities

Project management experience

Excellent oral and written communication skills (written, oral, listening, and approachable)

Ability to effectively communicate via telephone, Zoom, Skype

Excellent knowledge of company systems

Thorough knowledge of products, display and merchandise materials, customer service policies and procedures

Proficient in MS Word, Excel, and Power point

Good decision making and judgment

Candidate should have an outgoing personality, can think on his/her feet

Able to travel on commercial transportation

Ability to multi task effectively and perform well in a fast-paced environment

Ability to prioritize and balance multiple assignments/strong organizational and planning skills

Must be self-motivated and able to work with minimal supervision

Confident and comfortable presenting to a large group of people (internal/external)

Produces quality work

Uses project plan and project schedule methodology

Clearly defines and utilizes processes in daily work

Integrates process methodology into daily work:

Looks for innovative ways to streamline work processes across the team.

Establishes forums to share best practices

Uses dept and company scorecard and other metrics

Measures own work to plan and reports out at a micro and macro levelEnsures Accountability

Behavioral Competencies

Ensures Accountability

Holding self and others accountable to meet commitments

Drive Engagement

Creating a climate where people are motivated to do their best to help the organization achieve its objectives

Instill Trust

Gaining the confidence and trust of others through honesty, integrity, and authenticity

Drive Results

Consistently achieving results, even under tough circumstances

Consumer/Customer Focus

Building strong customer relationships and delivering on customer-centric solutions

Critical Thinking

Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

Being Resilient

Rebounding from setbacks and adversity when facing difficult situations

Optimize Work Processes

Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

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