Customer Support Account Representative

4 weeks ago

Austin, United States Russell Tobin Full time

Russell Tobin & Associates is currently seeking a Customer Support Account Representative to work for our client in the tech industry. Apply now for consideration

Contract: 7 months

Location: Austin, TX

Pay Range: 42-46/hr depending on experience

Responsibilities:

  • Partner with CSAMs on account management and execution tasks.
  • Build and maintain effective relationships with CSAMs, Channel Reseller Partners, and internal departments.
  • Attend regular calls and account reviews with Reseller Partners.
  • Manage the execution of the Order Flow Process with Reseller partners, from Order Booking through Delivery, to ensure optimal customer service levels.
  • Own post-bill, backend business health metrics, and KPIs.
  • Prioritize workload, managing multiple and often competing tasks, and meet deadlines for a variety of deliverables.
  • Identify and implement process improvement opportunities within Reseller Operations.
  • Utilize data and analysis to make decisions and influence others.
  • Operate in a fast-paced environment, quickly adapting to meet changing business requirements.
  • Assemble reports using SAP and Excel on a daily, weekly, monthly, and quarterly basis.
  • Conduct pattern and root cause/sub-root cause analysis to provide feedback for process improvements.
  • Influence others in sensitive situations using data-driven models and innovative thinking.
  • Communicate effectively, tailoring messages to various audiences.
  • Maintain poise and a positive attitude in a challenging, fast-paced, and rapidly changing environment.
  • Present key data, metrics, and execution plans to management and partners.

Requirements:

  • Bachelor's degree in Business, Mathematics, Engineering, or equivalent experience in Operations/Supply Chain is a plus.
  • 1-3 years of experience in Operations.
  • Proven ability to build and maintain effective working relationships with CSAMs, Channel Reseller Partners, and internal departments.
  • Experience managing the execution of the Order Flow Process with Reseller partners, from Order Booking through Delivery, ensuring optimal customer service levels.
  • Ownership of post-bill, backend business health metrics, and KPIs.
  • Ability to identify and implement process improvement opportunities within Reseller Operations.
  • Expertise in SAP and Excel, with the ability to generate reports daily, weekly, monthly, and quarterly.

Russell Tobin / Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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