Description JOB SUMMARY The Strategic Account Representative is responsible for managing high-volume customer orders and ensuring accurate, timely fulfillment for assigned accounts. This role works closely with the Senior Strategic Account Representative and cross-functional teams to understand customer requirements, inventory needs, and delivery expectations. The Strategic Account Representative serves as a key point of contact for order coordination, proactively communicates customer and inventory needs, and helps ensure a seamless customer experience from order entry through delivery. ESSENTIAL FUNCTIONS Account Administration and Order Management Support all assigned EDI orders by reviewing and pulling information from ERP system. • Review customer orders and confirmations for accuracy in price, delivery, and terms. • Acknowledge and communicate order changes internally as well as to the customer. • Expedite customer orders as needed. Customer Service and Support Receive incoming calls and customer inquiries: • Provide product assistance such as stock status, lead time, use and application. • Provide order status, shipping information, tracking details. • Provide general customer/account information. Proactively and effectively manage customer issues, escalation, and service concerns in a timely manner to ensure resolutions are to customer’s satisfaction. • Research order shortages/overages and dispositions any discrepancies. • Process customer requests for credit or returns. • Communicates to appropriate internal personnel any product or non-product complaints. Documentation and Reports • Generate various reports as required by customer or the sales manager. • Maintains customer files in share point. Review vendor requirements and update accounts accordingly. • Review and discuss customer forecast needs with Senior Strategic Account Representative or NAM’s. • Elevate issues to Senior Strategic Account Representative, Manager or Sales Manager regarding customer demands and delivery requirements as needed. Additional Responsibilities • As time permits assist other Account Representatives • Performs other related duties as assigned. Requirements EDUCATION, LICENSES, AND EXPERIENCE • High school diploma or equivalent • College degree preferred • Previous customer service experience, preferred • Working knowledge of computer applications, including Microsoft Office programs such as Word, Excel, and Outlook; proficiency preferred. • Demonstrated ability to apply basic mathematical and reasoning skills to daily tasks and problem-solving. SKILLS (Language, Mathematical, Reasoning, Other) • Detail oriented with good organizational skills and the ability to prioritize tasks. • Ability to work in a fast paced, ever-changing environment with limited supervision. • Ability to multi-task and prioritize • Willingness to learn and grow while being action-oriented and results driven. • Ability to interact with others in a team manner and effectively move tasks along. WORKING CONDITIONS/PHYSICAL DEMANDS • The job will require 70-80% of the day in a seated position taking calls and using a computer.