Sr Account Support Rep - West Coast Region

job description

the sr. Account support rep will work closely with the account teams and customers as a primary daily point of contact for sales support, monitor customer issues, identify potential issues, and ensure issues have an effective and efficient resolution. This position will be responsible for supporting the sales teams with existing customers in various areas such as lead generation, communicating directly with customers, understanding customer needs and advancing the sales process.

the sr. Account support rep will also assist in the achievement of sales quotas for large, complex accounts. The ideal candidate is an individual with strong analytical skills and attention to detail with proven experience developing, building, and delivering quantitative metrics in a business context.

must be based in pt time zone to support local teams

• provide order processing and manage account operations for assigned accounts including but not limited to managing salesforce queue, requesting sku creation, handling rma and crb requests, responding to basic customer inquiries, and providing open order management while reviewing for accruracy and ensuring all required actions are taken.

• manage assigned accounts and communicate proactively with other internal teams and departments including sales, product management, finance, supply chain, warehouse, and returns as needed to ensure a smooth flow of products and services to the customer.

• work closely with ar/collections in various areas such as aging status for assigned accounts, solving billing and collection issues, performing root cause analysis, identifying special billing requirements, and involving required teams as needed when issues arise that impede the proper flow of orders and billing.

• manage product forecasting requests and inventory management with vendors to minimize aged inventory.

• assist account teams with set up and transition of new customer onboardings including the creation and maintenance of department/branch standard operating procedures and marketplace portal set up.

• support deal registration for new product deal with new or existing customers and provide maintenance of bid pricing letters with oems for assigned accounts.

• provide quotes directly to customers or account teams for both euc and at equipment, identifying upselling opportunities for the items that are being quoted.

• provide pre-sales support to sales team by attending customer meetings, assisting sales team with determining sales opportunities, and providing technical and administrative support including product information, customer reporting, and more complex quote requests.

• report on accounts, follow up on transactions, and communicate activities to the field sales team including quotes, orders, and open issues to ensure customer account status is maintained.

• assist the sales team in discovering service opportunities and in increasing account revenues and gross margins by reviewing accounts and suggesting additional product sales.

• review reports and analyze operations data to identify obstacles and determine process improvement plans.

• provide training, assistance with more complex orders, and quality assurance to lower-level account support reps as needed.

• maintain knowledge of company products, services and new technology available to compete effectively in the market, attending sales and product training as needed.

• other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company.

• bachelor’s degree or equivalent experience in business administration, purchasing or related field.

• 6+ years of related experience in sales operations, business analysis, process improvement, and/or program/project management.

• experience interfacing with senior level executives, customers, and vendors.

• in-depth knowledge of company operations, tact, and excellent communication skills.

• proven ability to work and interact in a fast-paced environment and solid level of comfort with muli-tasking.

• excellent analytical, reporting, data manipulation, and business intelligence skills.

• ability to provide leadership and…