Account Advocate

In the role of Account Advocate working on-site in Pewaukee, Wisconsin, you will be part of the Business Solutions OTC team. The Account Advocate provides customer and administrative support to assigned accounts. Responsible for providing customer support to accounts through various communication channels and customer portals regarding lead times, quotes, and product information, this individual will also be the subject matter expert within their designated accounts on customer operations compliance and procedures, resolving issues with urgency, efficiency, and compassion.

The role is also responsible for the administration and management of customer orders, pricing changes, compliance deductions as well as other internal processes and system information to ensure compliance with assigned customer requirements are met.

• Ownership and responsibility for processing, revising, cancelling, monitoring, and tracking assigned customer’s orders to ensure on time shipping and that all customer operational requirements are met.
• Provide excellent customer service by answering inquiries on product information, pricing, and availability to our customers retail channel partners via phone, email, and customer portals. Training new team members and cross training for colleague support and back up.
• Collaborate with internal departments to manage the implementation of internal processes that ensure compliance with customer requirements as well as addressing any opportunities to improve compliance adherence.
• Ensure EDI information such as pricing, order acknowledgements, and inventory is transmitted to partners correctly.
• Maintain customer information within ERP system for assigned customer base.
• Manage information and communication in external customer portals.
• Other duties as assigned by leadership

• Associate's degree in business or equivalent experience

• 2-year relevant finance, sales and/or customer service experience

• Proficiency in Microsoft Office Suite software
• Effective verbal and written communication skills
• Great attention to detail
• Excellent interpersonal skills
• Effective time management, organizational, and prioritization skills
• Able to plan and coordinate cross functional process implementation

• Previous experience using SAP or equivalent ERP
• Experience with Microsoft Office suites including Excel
• Prior experience in B2B customer service, sales support, inventory control, or administrative role
• Experience supporting Retail customers in a manufacturing environment.

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.

Occasional travel.