the corporate account specialist
The primary objective of the corporate account specialist is to provide superior customer service including a positive, professional, and proactive demeanor at all times. To act as an interface between NETWORK members, customers and the internal departments, addressing all queries and handling complaints thoroughly and timely. To build and maintain NETWORK Corporate Accounts with specific attention to the customers within the assigned segment team.
ESSENTIAL DUTIES AND
Responsibilities:
Initiate clear communication and take proactive steps as primary owner in the identification and prompt resolution of account issues through coordination and interaction between NETWORK staff, NETWORK Member Companies, and the Corporate Account personnel.
Investigate customer/member issues, as presented. Determine resolution and document corrective action. Follow through on solutions in concert with the appropriate departments/parties.
Maintain Corporate Account customer locations in NETWORK 's master file and provide the location list to Members as requested.
Investigate price discrepancies as requested. Determine resolution and document corrective action. Follow through to resolution.
Coordinate specific customer/member surveys for assigned Corporate Account Customer as required.
Define and track process for all requested projects including reporting (usage, audit, KPI, etc.), from/by member or customer, by working with NETWORK reporting group. Retain responsibility over validating the information received, prior to submitting the report to the customer, CAD or member.
Maintain formularies and/or order guides utilizing the Formulary Management Tool (FMT), including timely (within 2 business days) updates of member requests through Member Access portal.
Actively manage PO process, applying specific customer parameters to ensure timely order flow when there are PO errors in SAP.
Manage 855 PO updates, Open Line reporting, Price Audits, and/or Inventory Status reporting as necessary based on program requirements. Keep data accurate and complete all step in a timely manner.
Maintain documentation for assigned accounts, SOP or process outline, by quarterly review or more frequently as necessary to ensure account information is always current and accessible.
Work in conjunction with Account Development Analyst to finalize customer order guides, price list corrections, Member follow-up, and Member requests for Corporate Account information regarding assigned accounts.
Analyze activities for key programs to ensure program goals can be met. Escalate issues as appropriate.
Coordinate teamwork with other NETWORK departments to maximize profit and maintain excellent customer relationships.
Keep clear records of customer interactions and transactions. Recording details of inquiries, comments, complaints and actions taken.
Meet all deadlines as established in coordination with the manager or requester.
Be the subject matter expert for assigned accounts.
OTHER DUTIES AND
Responsibilities:
Assist other team members where possible.
Identify achievable goals and methods of handling customer requirements/requests with team members.
Drive member understanding of customer expectations and NETWORK procedures through coaching and other support efforts.
Identify and recommend ways/methods to improve efficiency and productivity of the department.
Manage assigned customer service tasks on new Corporate Account implementations with customer location system set-up. Clearly understand order processing parameters for new customers. Participate in all new customer implementation member conference calls, and be prepared to articulate these new account order parameters during the call.
Provide support to Members in setting up the DDMT - Delivery Day Management Tool.
Provide support to customers using web order entry.
Work on projects and tasks requested by the department manager.
SKILLS AND ABILITIES REQUIRED:
Minimum 35 wpm typing
Excellent oral and written communication skills
Advanced listening, organizational, and problem solving skills
EDUCATION AND EXPERIENCE REQUIRED:
Work History Requirements:
o Minimum of 3 years customer service experience
Education Requirements:
o Bachelor's degree preferred
o Minimum 1-2 years of college level courses and/or 2-3 years of related experience
Computer equipment and level of software requirements:
Intermediate Level of Excel, Word, and Outlook
Experience with SAP preferred
1-2 years' experience working with web ordering platforms is preferredEstimated Salary: $20 to $28 per hour based on qualifications.
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