Job Description

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.

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