Account Support Representative Associate
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Role Overview
The Account Support Rep Associate is an entry-level position responsible for day-to-day account interactions and order processing services for customers. The role manages account operations for specific accounts, including product and service contract provisions. The Account Support Rep Associate acts as a focal point, monitoring customer issues and orders to ensure they are handled efficiently.
The idóneo candidate is analytical, detail-oriented, and capable of communicating complex information professionally.
Duties and Responsibilities
- Process orders for assigned accounts, reviewing accuracy and documentation.
- Manage Salesforce queue and reassign complex cases to senior reps.
- Request SKU creation and maintain special pricing SKUs for accurate cost reflection.
- Handle RMA and CRB requests from start to finish, ensuring proper actions and follow-up.
- Respond to customer inquiries such as ETA requests, invoice copies, and shipment tracking.
- Manage open orders, ensuring orders are not on hold, POs are issued, and ETAs are met.
- Assist with Marketplace Portal setup and maintenance per customer needs.
- Maintain communication with the account team and other ASRs for smooth operations.
Manage incoming and outgoing calls as per customer or team requirements.
- Provide quotes for EUC equipment, identifying upselling opportunities.
- Participate in other projects and assignments as needed.
Basic Qualifications
- Bachelor’s Degree or equivalent in Business Administration, Purchasing, or related field.
- 0-2 years of related experience.
- Excellent organizational and communication skills.
- Strong analytical skills and attention to detail.
- Ability to handle multiple priorities under pressure.
- Proficiency in Microsoft Office applications.
- Fluent in spoken and written English; French if applicable.
Preferred Qualifications
- Experience in product support or sales operations.
- Proven ability to meet quantitative metrics.
- Knowledge of Salesforce.com or similar CRM systems.
Additional Details
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Other
- Industry: IT Services and IT Consulting
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