[Hiring] Account Support Representative @Compucom

Role Description

The Account Support Rep Associate 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 Associate 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.

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 maintenance 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 continuous 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 requirements.
• Provide quotes directly to customers or account teams for EUC equipment, identifying upselling opportunities 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.

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 manner.
• Proficiency in Excel, PowerPoint, and other Microsoft Office applications.
• Comprehensive spoken and written English.
• Comprehensive spoken and written French if applicable.

Requirements

• Experience in product support industry (preferred).
• Experience in sales operations (preferred).
• Proven experience delivering quantitative metrics in a business context (preferred).
• Basic knowledge of Salesforce.com or similar CRM system (preferred).

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• Disability plans
• Employee Assistance Program
• Paid holidays (up to 12 days annually)
• Paid time off (minimum of 10 days annually, which increases with seniority level)
• Paid parental leave (minimum of 10 days annually)
• 401(k)
• FSA/HSA pre-tax benefits