Account Support Rep Associate

About the Role

The Account Support Rep Associate is an entry-level position providing day-to-day account interaction and order processing services for the customer. This role manages account operations for specific accounts, including the execution of product and service contract provisions. The Account Support Rep Associate will act as a focal point, monitoring customer problems and orders to ensure they are handled effectively and efficiently.

Key Responsibilities

• Order processing for assigned accounts, including reviewing accuracy and ensuring all required documentation is provided.
• Manage Salesforce queue for the assigned team and reassign more complex cases to more senior Account Support Reps.
• Request SKU creation and provide continuous maintenance on Special Pricing SKUs to ensure costs are updated and reflecting correctly in customer portals.
• Handle RMA and CRB requests from start to finish, ensuring all actions are properly taken and following up on completion.
• Respond to basic customer inquiries such as ETA requests, invoice copy delivery, and shipment tracking information.
• Provide open order management for various order issues, such as ensuring orders are not on hold, confirming POs are cut to vendors, ETAs are not past due, and requesting order closure from procurement for orders that have been invoiced by vendors.
• Assist with Marketplace Portal setup and continuous maintenance per customer requirements.
• Maintain constant communication with the account team and other ASRs as needed to ensure smooth flow of end-to-end customer operations.
• Manage incoming/outgoing calls as per customer-specific or team requirements.
• Provide quotes directly to customers or account teams for EUC equipment, identifying upselling opportunities for the items being quoted.
• Other projects and assignments may be assigned to accommodate changing departmental and company needs.

Requirements & Tech Stack

• Remote role, must be based in the US and able to work the West Coast time zone.
• Proficiency in Excel, PowerPoint, and other Microsoft Office applications.
• Basic knowledge of Salesforce.com or similar CRM system.

Qualifications

• Bachelor’s Degree or equivalent experience in Business Administration, Purchasing, or a related field.
• 0 - 2 years of related experience.
• Excellent administrative, organizational, and communication skills.
• Strong analytical skills and attention to detail.
• Ability to operate under pressure managing multiple accounts and demanding situations.
• Ability to manage multiple priorities effectively.
• Comprehensive spoken and written English.
• Comprehensive spoken and written French if applicable.
• Experience in the product support industry.
• Experience in sales operations.
• Proven experience delivering quantitative metrics in a business context.