Strategic Account Representative
Listed on 2026-10-10
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Customer Service/HelpDesk
Customer Service Rep, Customer Success Management, Account Manager
Description
JOB SUMMARY
The Strategic Account Representative is responsible for managing high-volume customer orders and ensuring accurate, timely fulfillment for assigned accounts. This role works closely with the Senior Strategic Account Representative and cross-functional teams to understand customer requirements, inventory needs, and delivery expectations. The Strategic Account Representative serves as a key point of contact for order coordination, proactively communicates customer and inventory needs, and helps ensure a seamless customer experience from order entry through delivery.
ESSENTIAL FUNCTIONS
Account Administration and Order Management
Support all assigned EDI orders by reviewing and pulling information from ERP system.
- Review customer orders and confirmations for accuracy in price, delivery, and terms.
- Acknowledge and communicate order changes internally as well as to the customer.
- Expedite customer orders as needed.
Customer Service and Support
Receive incoming calls and customer inquiries:
- Provide product assistance such as stock status, lead time, use and application.
- Provide order status, shipping information, tracking details.
- Provide general customer/account information.
Proactively and effectively manage customer issues, escalation, and service concerns in a timely manner to ensure resolutions are to customer’s satisfaction.
- Research order shortages/overages and dispositions any discrepancies.
- Process customer requests for credit or returns.
- Communicates to appropriate internal personnel any product or non-product complaints.
Documentation and Reports
- Generate various reports as required by customer or the sales manager.
- Maintains customer files in share point. Review vendor requirements and update accounts accordingly.
- Review and discuss customer forecast needs with Senior Strategic Account Representative or NAM’s.
- Elevate issues to Senior Strategic Account Representative, Manager or Sales Manager regarding customer demands and delivery requirements as needed.
Additional Responsibilities
- As time permits assist other Account Representatives
- Performs other related duties as assigned.
Requirements
EDUCATION, LICENSES, AND EXPERIENCE
- High school diploma or equivalent
- College degree preferred
- Previous customer service experience, preferred
- Working knowledge of computer applications, including Microsoft Office programs such as Word, Excel, and Outlook; proficiency preferred.
- Demonstrated ability to apply basic mathematical and reasoning skills to daily tasks and problem-solving.
SKILLS (Language, Mathematical, Reasoning, Other)
- Detail oriented with good organizational skills and the ability to prioritize tasks.
- Ability to work in a fast paced, ever-changing environment with limited supervision.
- Ability to multi-task and prioritize
- Willingness to learn and grow while being action-oriented and results driven.
- Ability to interact with others in a team manner and effectively move tasks along.
WORKING CONDITIONS/PHYSICAL DEMANDS
- The job will require 70-80% of the day in a seated position taking calls and using a computer.
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