Senior Strategic Account Specialist

Sr Strategic Account Specialist

Shift: 8am-5pm MST.

The Sr Strategic Account Specialist will be responsible for the day‑to‑day relationship between MWI and the MVH strategic accounts by providing superior customer service and support. The role also develops and maintains successful working relationships with relevant departments at MWI to best serve the customer.

• Seek to understand the needs of the Strategic Accounts.
• Provide all facets of customer service, including high-volume phone support and timely response to email inquiries.
• Service customer calls, emails and faxes by responding to general inquiries, concerns and requests.
• Reconcile potential damaged and lost shipments and process product returns and credits.
• Generate and customize weekly reports and ad hoc requests as required.
• Maintain frequent contact with internal and external customers to address all issues within assigned area of responsibility.
• Analyze and investigate customer issues and take appropriate action in a timely manner.
• Assist with onboarding and training of all new associates, handling customer inquiries and system procedures.
• Assist with analytical solutions and procedure documentation.
• Provide accurate information regarding products, pricing, services, policies and procedures.
• Maintain detailed records of customer interactions in the CRM (Orbit) system.
• Handle escalated issues by evaluating and recommending solutions to MWI/MVH management.
• Make suggestions and recommendations to supervisors to continually improve customer service operations.
• Complete assigned special projects.
• Maintain the MBX email inbox of COUPA orders.

High School Diploma/GED or equivalent experience required. Associate’s degree in business administration, operations, or a related field preferred.

• 3+ years of experience in customer service operations, case management, order management, issue resolution, escalations support, service delivery, or a related field required.
• Certified Customer Experience Professional (CCXP) or equivalent certification preferred.

• Advanced Excel skills are necessary.
• Proficiency with Word and Outlook is needed.
• Proven experience in a customer service role.
• Strong verbal and written communication skills.
• Excellent problem solving and conflict resolution abilities.
• Ability to handle multiple tasks, demonstrate critical and analytical thinking.
• Initiative, desire to learn, and ability to assist in facilitating team projects.
• Knowledge of customer service operations and transaction support processes.
• Knowledge of customer information management, record maintenance, and documentation practices.
• Knowledge of billing, payment, and reporting processes within an operational environment.
• Knowledge of quality control principles, service measures, and escalation practices.
• Proficiency in Microsoft Office applications and standard business systems.
• Ability to communicate effectively with customers and internal stakeholders.
• Ability to organize workload, manage priorities and handle multiple tasks within defined timelines.
• Ability to review data and documentation for completeness, accuracy, and consistency.
• Ability to analyze operational information and numerical data to identify issues or variances.
• Ability to resolve routine operational issues by applying defined procedures and judgment.
• Ability to work independently within established guidelines and collaborate across functions.
• Attention to detail in a structured service environment.

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness.

• Support for working families, possibly including backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Training programs, professional development resources, opportunities to…