Strategic Accounts Specialist
1 week ago
At BD, we are committed to delivering exceptional experiences to our customers. As a Strategic Accounts Specialist, you will play a critical role in providing white glove customer service support to our strategic partners.
Key Responsibilities- Proactively manage top strategic accounts from receipt through delivery
- Meet and exceed established order accuracy standards and turnaround times
- Resolve requests for customer data and/or reporting not readily available
- Develop, prepare, and communicate order data reporting to customers to support requests and show overall performance
- Effectively manage communication with internal functions to support customer requests, meet deadlines, and find timely resolutions
- Provide primary phone and email support
- Process or manage orders for our top strategic partners received via phone, email, and EDI
- Manage and support focused key account, product lines, and customer relationships
- Work with Allocations, Planning, and the DCs to ensure order/demand prioritization, secure constrained product, and ensure critical product flow
- Responsible for customer retention and driving efficiencies in customer ordering and inquiry process
- Support customer education on new technology and transitioning to self-service avenues
- Act as a voice for the customer to internal stakeholders and Business units
- Identify and participate in process improvement efforts
- Assist in the establishment of best practices
- Participate in cross-functional projects/teams as required
- College degree or 5+ years of experience in customer service or medical industry
- Experience working in a virtual team dynamic preferred
- Strong interpersonal skills
- Advanced in the use of personal computers and office software, including MS Word, Excel, PowerPoint, PowerBI, and Outlook
- Strong problem-solving ability – ability to break down complex problems into manageable components
- Strong analytical, technical, and problem-solving skills
- Strong team orientation
- Strong time management skills and ability to multitask using dual monitors, while working in multiple systems
- Clear communication skills (written and verbal)
- Ability to work with and maintain confidential information
- Ability to resolve potentially stressful customer interactions
- Excellent organizational skills
- JDE, SAP, or similar ERP experience desirable
- Demonstrated excellence in the continuous handling of meticulous detail
- Excellent data entry, proofreading, and typing skills
- Ability to work in a virtual environment providing support to a team
- Comfortable interacting with many levels of management
- Able to influence without authority
- Good knowledge of supply chain practice in a manufacturing environment
- Continuous and versatile learner
- Self-motivated
- Learning Agility
- Proven leadership skills
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