Job Overview:
The Enterprise Accounts Support Representative is a key position responsible for ensuring that our enterprise customers in the Corporate, Education, and Government sectors are experiencing B&H’s exemplary level of care and satisfaction. Associates develop, maintain and grow customer relationships by ensuring that every interaction a customer has with us is a successful and positive experience. Responsibilities include creating and managing quotes, orders, returns, and inquiries via multiple methods of communication. Owning the issue and ensuring a complete and timely resolution are the most important success factors for this role.
Essential Responsibilities:
Receives, prioritizes, and responds to in-bound customer inquiries within expected time frames and takes an ownership view of outstanding requests.
Thoroughly reviews customer inquiries and ensures that the responses are comprehensive and provide effective solutions.
Ensures that all work is done with a high degree of attention to detail and thoroughness including completely reviewing customer documentation for proper billing information, shipping methods, payment methods, email address, phone numbers, etc.
Processes customer Quote/bid requests and Purchase Orders into the ordering system along with any changes or cancellation requests.
Responds to customer inquiries such as stock check, order status check, price check, claims, returns etc. within defined time frames.
Proactively follows up with customers regarding outstanding orders both pre and post-sale as assigned.
Communicates with our customers in a professional and courteous manner.
Actively builds relationships with customers and demonstrates by actions that the customer can count on us.
Resolves issues requiring collaboration with other departments by clearly communicating with other departments and managing outcomes.
Uses good judgment to escalate customer issues or communications as appropriate.
Makes issue resolution decisions independently within prescribed guidelines.
Understands Customer Service processes.
Has a basic understanding of order fulfillment and physical distribution network principles (i.e., truck shipment vs parcel shipments, overnight vs ground, international shipping methods and customs/duties, etc.)
Additional Responsibilities:- Provides support for process improvement, cost reduction, & service improvement initiatives
- Assists team members as needed
- Assists other teams as needed
Participates in and contributes to departmental initiatives and community activities.
Other responsibilities as assigned by manager.
Specific Knowledge, Skills and Abilities:- Highly responsible. Able to take ownership of an issue and see it through resolution.
- Ability to prioritize different tasks/responsibilities with a fast-paced/ high volume workload
- Works well in a team and collaborative environment
- Exceptional communication skills — both oral and written
- Is courteous and professional in all interactions
- Detail-oriented and critical thinker
- Basic understanding of B&H products and how to perform research in assisting customer choices to support order entry/management.
- Knowledge of Microsoft Office and general office productivity tools.
- Open and able to learn new technologies and systems and can adapt to change Preferred Education, Experience and Licenses:1 year in a customer facing role or 2 years in an office setting preferred.
- College education preferred.
