Key Account Support Associate

The Job

As the Key Account Support Associate , you will be responsible for partnering with aligned Territory Managers/Key Account Managers to assist in the development and implementation of key account support requirements for Emery Jensen's most strategic customers. Which includes program formation and implementation plan of key customer initiatives, establishment of processes designed to improve customer experience and be the primary support point of contact for key customer stakeholders. This position exists to proactively develop relationships with key partners, suppliers, and stakeholders to build processes that allow Emery Jensen to deliver on its commitment to being a company that is easy to do business with.

What you will do…

• Project Management- Proactively identify and work through time sensitive urgencies while balancing day to day needs from KASRs. Drive service level and revenue generating improvements for assigned customers. What can be done to improve the customer experience?- more in depth or quicker reporting; additional flags in SAP, change in carrier, change in RSC process. Identify these needs and escalate to KAS.
• Communication- Respond promptly to customers and internal partners. Organize and participate in customer meetings with Key Account Territory Mangers. Work cross-functionally with finance, sales, merchandising, Customer Care, and IT. Clearly explain incident resolutions, service updates, instructions, or scheduling changes to customers. This is accomplished by having an in depth knowledge of the programs, applications, systems and processes.
• Problem Resolution Escalation
  • This role will have the highest touchpoint within the accounts from management to decision makers internally and externally. It is pertinent to this role to raise problems within the accounts this team supports.
• Training and Leadership Internal- Train and mentor Key Account Support Representatives and Territory Managers/Key Account Territory Managers on established standards, processes, procedures, and projects. I.e. reports, portal, claims/credits processes, drop ship, fixtures, RGAs,
• Training and Leadership External- Train and lead customers on established standards, processes, and procedures. I.e. portal, claims/credits processes, drop ship, invoicing, etc.
• Report Analytics- Analyzing reports with their TMs to assist in proactive issue identification and areas for improvement. I.e.. Sku cancellations and replacement options, changes in order multiples, promotions, order history, etc.

What you need to succeed…

• Minimum 4 years of account management, project management, executive support or high-end retail support required.
• Outside sales experience a plus.
• Bachelor's Degree in Business or related field (commensurate experience considered).
• Excellent interpersonal and written/verbal communications skills with customers and colleagues from all impacted functional areas.
• Customer centric attitude
• Detail-oriented and extremely organized self-starter able to thrive is a fast-paced entrepreneurial environment.
• Ability to work under tight deadlines, manage simultaneously occurring tasks and shifting priorities
• Expert user of SAP, Excel, Access and Power Point; Proficient with Word, Outlook and Live Meeting
• Comfortability reporting into Oak Brook, IL at minimum 4 days a week.