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Enterprise Accounts Support Specialist

2 months ago

New York, New York, United States B&H Full time

Job Summary

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.

Key Responsibilities

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

Additional Responsibilities:

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

Specific Knowledge, Skills and Abilities:

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

Preferred Education, Experience and Licenses:

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