Job purpose
The Key Account Representative (KAR) is responsible fordriving sales growth bydelivering a positive customer experience for a determined set of Key Accounts. This role is critical in driving a new Beacon initiative focused on improving the customer experience (CX). This role manages day-to-day customer service activities in partnership with the Outside Sales Representative (OSR) and manages service requests directly from customers (via digital, telephone, fax, mail) for product availability, orders, material returns, billing corrections, product information, order changes, and cancellations. This role operates at the market level and will help Beacon acquire wallet share from these focused customers.
Duties and responsibilities
Operates as the primary point of contact for key customers during issue resolution through calls and emails
Provides unique and elevated customer service to the account in support of Beacon's sales efforts
Partners with the OSR to develop strategies to become the number one roofing distributor per the customer's wallet - and achieve that by maintaining a strong working relationship with focused customers in everyday interactions
Manages end-to-end order management process by tracking orders, checking stock availability, 'Sense-checking' orders, suggesting complementary products with existing orders to catch any potential mistakes and collecting customer feedback
Engages in independent discussions with manufacturers to track and learn about products to educate customers
Manages issue resolution for the customer by coordinating "hot shot" deliveries as soon as possible to the customer
Makes strategic recommendations to customers, including Private Label and digital (Beacon PRO+), to drive private label products and digital penetration, along with other promotional programs
Collaborates with the Branch Manager and OSR to improve the service offering as part of Customer Experience
Collaborates with the OSR to deliver strategic, tactical, and relational information to help grow the account
Partners with OSR and Sales teams to prep and deliver Quarterly Business Reviews
Attends regularly scheduled key business meetings with the OSR and Branch Manager to drive sales
Supports the customer's everyday operations, including ensuring materials availability, project planning, and other support to improve business outcomes for the customer
Processes customer orders when it is most convenient for the customers' business, ensuring timely and complete deliveries
Prepares purchase order details for customer meetings (logistics, timing,customer data, etc.)
Supports OSR's sales efforts through the account planning process for priority customer accounts
Resolves day-to-day issues quickly, efficiently, and safely for the customer, including issue resolution across branches in the market to resolve order entry issues, on time delays, unloading problems, delivery delays, missing material, billing errors, etc.
Potential for up to 25% travel
Qualifications
Minimum 2+ years of relevant Sales or Customer Service experience
Diligent organizational habits with a detail-oriented focus on producing high-quality deliverables
Problem-solving acumen with an ability to see through complexity and exercise sound judgment
Strong interpersonal skills
Proficient skill with Microsoft Office 365 applications (Word, Excel, Outlook, and PowerPoint)
Professional written and verbal communication skills to communicate effectively across all levels
Working conditions
Moderate travel requirements as needed for business purposes
Work assignments may be completed remotely and/or in available company offices
Physical requirements
Prolonged periods sitting at a desk and working on a computer and/or keyboard
Heavy methods of verbal and auditory communication via phone, virtual calls, and/or email