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Job Details

Summary:

The Senior Strategic Account Support Specialist will be responsible for the day-to-day relationship between MWI and the MARs strategic accounts by providing superior customer service and support. The Senior Strategic Account Support Specialist will also develop and maintain successful working relationships with relevant departments at MWI that will best serve the clients. This position will also work closely with customers and collaborate with internal departments to ensure correct accounting, billing, and customer contract procedures are maintained; customer orders are successfully delivered; standard and ad hoc reports are provided to meet customer specifications; assist with analytical and operational solutions; and procedure documentation.

Primary Duties and Responsibilities:

• Seek to understand the needs of the Strategic Accounts

• Provide all facets of customer service, this includes high volume phone support and response to email inquiries, in a timely and professional manner

• Service customer calls, emails and faxes by responding to general inquires, concerns and requests

• Reconcile potential damaged and lost shipments. Including processing product returns and credits

• Generate and customize weekly reports and ad hoc requests as required

• Maintain frequent contact with internal and external customers to address all issues within assigned area of responsibility

• Responsible for analyzing and investigating customer issues and taking the appropriate action, in a professional and timely manner

• Assist with the on boarding and training of all new associates as necessary with call intake, handling customer inquiries, and system procedures

• Assist with analytical solutions and procedure documentation

• Provide accurate information regarding products, pricing, services, policies and procedures

• Maintain detailed records of customer interactions/communications in CRM (Orbit) system

• Ability to handle escalated issues by proactively evaluating and recommending solutions to MWI/MVH management for customer challenges including working with internal/external customer groups to resolve customer concerns

• Makes suggestions and recommendations to supervisor and/or manager to continually improve customer service operations.

• Completes assigned special projects

• Maintain MBX email inbox of COUPA orders

Required Skills and Qualifications:

• Advanced Excel skills are necessary

• Proficiency with Word and Outlook is needed

• Proven experience in a customer service role

• Strong verbal and written communication skills

• Excellent problem solving and conflict resolution abilities

• Ability to handle multiple tasks, demonstrate critical and analytical thinking

• Must display initiative, a desire to learn, and the ability to actively participate and assist in facilitating team projects

• Normally requires two 2+ years related experience or bachelor's degree; veterinary clinic experience desirable

Communicates Effectively:

Communicate thoughts, ideas, information, and messages completely and accurately; composes and creates documents with language and format appropriate to the subject matter; strong attention to detail; and checks, edits, and revises writing for correct information. Strong customer service interpersonal and decision-making skills

Teamwork:

Make effort to seek othe