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Customer Support Account Representative
4 months ago
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.
