Title: Account Support Rep
Location: Brooklyn Park, MN
The Account Support Representative shows expertise in supporting the Customer and Sales Team through establishing strong relationships with internal resources and the Sales Team to better address issues and inconsistencies in processes and procedures. The ASR acts as the main point of contact for the Sales Team, using a high level of critical and logical thinking and analysis to provide problem resolution, ensure accuracy of information, and answer questions to ensure Account and Customer information are accurate and aligned, raising Customer Service to a higher level.
Direct calls from phone queue into the appropriate team for support, including order entry
Support Corporate Sales Team.
Obtain new account set up, account changes, ship-to addresses from Customers and partner with the Master Data team to ensure accuracy
Proactively recommend and implement process improvements to enhance the overall customer experience
Main liaison for Sales Reps, Regionals and VP's
Establish strong relationships with Sales
Work with daily time-sensitive issues that must be resolved prior to shipping / billing orders
Timely research and resolution of advanced escalation issues, including order closure and follow-up
Actively participate in MDI process to help raise Customer Service to a higher level
Track and organize progress of issues for timely resolution and customer satisfaction
Take actions to drive resolution of outstanding issues, which may require resolving issues and making judgement calls
Provide customer support and retention by handling phone, email, and web inquiries
Effectively deliver presentations and/or training to new representatives and at regional meetings when invited
Promote and maintain the professional image and reputation of the company
Act as mentor and support for co-workers in Customer Service Department
Manage/assist with special projects
Meet any and all established KPI's related to the Account Support Representative position
Data collection and evaluation
Accurate and timely processing of sales orders of various order types for successful order fulfillment and invoicing
Communicate effectively with Sales Team/Customer to collect needed information for sales order processing
Manage and prioritize sales orders and information for timely sales order processing
Other duties as assigned by a Customer Service Lead, Manager or Director
High School Diploma and minimum of 4 years of Customer Service Experience or 2-year College Degree.
Strong communication and interpersonal skills.
Ability to multi-task and work in a fast-paced environment.
Strong organizational skills.
Strong problem-solving and relationship building skills.
Strong computer skills and experience with Microsoft Office programs
Microsoft Navision (or other ERP software experience) a plus
Order entry experience
Experience with returns and return processes
At least 1-year experience developing and presenting ideas, to Sales Teams, Management teams, customers and various departments within a company
Ability to mentor
Remaining in a stationary position, often standing or sitting for prolonged periods. Communicating with others to exchange information.
Kurita America Inc.