Enterprise Accounts Associate

Job Description

Job Overview:

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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.

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Associates develop, maintain and grow customer relationships by ensuring that every interaction a customer has with us is a successful and positive experience.

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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.

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Essential Responsibilities:

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• Receives, prioritizes, and responds to in-bound customer inquiries within expected time frames and takes an ownership view of outstanding requests.
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• Thoroughly reviews customer inquiries and ensures that the responses are comprehensive and provide effective solutions.
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• 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.
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• Processes customer Quote/bid requests and Purchase Orders into the ordering system along with any changes or cancellation requests.
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• Responds to customer inquiries such as stock check, order status check, price check, claims, returns etc. within defined time frames.
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• Proactively follows up with customers regarding outstanding orders both pre and post-sale as assigned.
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• Communicates with our customers in a professional and courteous manner.
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• Actively builds relationships with customers and demonstrates by actions that the customer can count on us.
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• Resolves issues requiring collaboration with other departments by clearly communicating with other departments and managing outcomes.
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• Uses good judgment to escalate customer issues or communications as appropriate.
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• Makes issue resolution decisions independently within prescribed guidelines.
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• Understands Customer Service processes.
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• 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.)
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Additional Responsibilities:

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• Provides support for process improvement, cost reduction, & service improvement initiatives
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• Assists team members as needed
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• Assists other teams as needed
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• Participates in and contributes to departmental initiatives and community activities.
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• Other responsibilities as assigned by manager.
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Specific Knowledge, Skills and Abilities:

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• Highly responsible. Able to take ownership of an issue and see it through resolution.
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• Ability to prioritize different tasks/responsibilities with a fast-paced/ high volume workload
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• Works well in a team and collaborative environment
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• Exceptional communication skills — both oral and written
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• Is courteous and professional in all interactions
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• Detail-oriented and critical thinker
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• Basic understanding of B&H products and how to perform research in assisting customer choices to support order entry/management.
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• Knowledge of Microsoft Office and general office productivity tools.
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• Open and able to learn new technologies and systems and can adapt to change
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Preferred Education, Experience and Licenses:

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• 1 year in a customer facing role or 2 years in an office setting preferred.
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• College education preferred.
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