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the account support rep asc. is an entry-level position and will provide day-to-day account interaction and order processing services for the customer. The role manages account operations for specific accounts including the executive of product and service contract provisions. The account support rep asc. will act as a focal point and monitor customer problems and orders to ensure they are handled as effectively and efficiently as possible.
the ideal candidate is an analytical individual with great attention to detail and an ability to communicate difficult information in a neutral and professional manner.
duties and responsibilities
* order processing for assigned accounts to include reviewing accuracy and ensuring all required documentation is provided.
* manage salesforce queue for assigned team and reassign more complex cases to more senior account support reps.
* request sku creation and provide constant mainentance on special pricing skus to ensure cost is updated and reflecting correctly in customer portals.
* handle rma and crb requests from start to finish, ensuring all actions are properly taken and following up on completion.
* respond to basic customer inquiries such as eta requests, invoice copy delivery, and shipment tracking information.
* provide open order management for various order issues such as ensuring orders are not stuck on hold, confirming pos are being cut to vendors and etas are not past due, and requesting order closure from procurement for orders that have been invoiced by vendors.
* assist with marketplace portal set up and continous maintenance per customer requirements.
* maintain constant communication with the account team and other asrs as needed to ensure smooth flow of end-to-end customer operations.
manage incoming/outgoing calls as per customer specific or team requirmenets.
* provide quotes directly to customers or account teams for euc equipment, identifying upselling opportuntities for the items that are being quoted.
* other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company.
basic qualifications
* bachelor’s degree or equivalent experience in business administration, purchasing or related field.
* 0 - 2 years of related experience.
* excellent administrative, organizational, and communication skills.
* strong analytical skills and attention to detail.
* ability to operate under pressure managing multiple account and demanding situations.
* ability to manage multiple priorities in an effective manager.
* proficiency in excel, powerpoint, and other microsoft office applications.
* comprehensive spoken and written english.
* comprehensive spoken and written french if applicable.
preferred qualifications
* experience in product support industry.
* experience in sales operations.
* proven experience delivery quantitative metrics in a business context.
* basic knowledge of salesforce.com or similar crm system.
seniority level
* seniority level
entry level
employment type
* employment type
full-time
job function
* job function
other
* industries
it services and it consulting
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