Account Success Representative

Scope and Purpose:

Under the direction of the VP of Sales/Marketing, the ASR will implement and enforce on-time delivery procedures, measuring efficiency, and reporting accordingly to management to ensure customer satisfaction.

Principle Duties and Areas of Responsibility:

• Responsible for talking with customers by phone, email, or in person, providing the key functions of receiving and processing orders and tending to customer needs and concerns to ensure world-class customer service.
• Strictly comply with the company’s ISO/QSP requirements, work instructions and procedures, providing high quality customer service for our external and internal customers.
• Responsible for continuous improvement of company processes, policies, and work instructions.
• Monitors the status of customer orders and communicates customer’s changing requirements in a timely and professional manner.
• Direct account responsibility for up to 50% of our active customers.
• Responsible for backup and support of daily activities within the Account Success team.
• Assists Sales Representatives in reviewing or performing market analysis to determine customer needs, price schedules, and discount rates.
• Contributes to company, including continuous input in profitability and growth.
• Ability to download schedules and work instructions from our customer websites and portals along with the ability to interpret and take action to meet the customer’s needs.
• Support special projects as determined by VP of Sales/Marketing.
• Respectful and positive communication required 100% of the time with our external and internal customers.

ADDITIONAL RESPONSIBILITIES:

• Support projects as determined by the VP of Sales/Marketing.

Minimum Education and/or Experience Qualifications:

Requires education generally equivalent to an associate’s degree from a two year college or two to four years of job related experience and/or training.

Skills and Abilities:

• Full understanding and experience in customer service
• Strong problem solving skills.
• Strong team orientation.
• Must be computer literate working with MS Office applications and the ERP software.
• Excellent writing and verbal skills required.