Key Account Representative

The Key Account Representative (KAR) is responsible for supporting a positive customer experience for a determined set of key accounts. This role manages day-to-day customer service activities in partnership with the Outside Sales Representative (OSR) and manages service requests directly from customers (via digital, telephone, fax, mail) for product availability, orders, material returns, billing corrections, product information, order changes, and cancellations. This role operates at the market level and will help Beacon acquire wallet share from these focused customers. 

 

Duties and responsibilities

 

• Maintains a strong working relationship with the customer as part of the ‘Accountable Team’ after the OSR has provided the strategic guidance

• When the OSR establishes a review of opportunities and strategies, the incumbent in this role is introduced after priorities are pinpointed, supporting solutions for their business needs. The incumbent in the role provides customer service to account in support of the OSR’s sales efforts.
• Serves as the liaison between the OSR and customer to track orders, check stock availability, ‘Sense-check’ orders to catch any potential mistakes and collect customer feedback.
• Prepares purchase order management details for the OSR and customer meetings (logistics, timing, recent customer data, etc.)
• Supports the account planning process for priority customer accounts in support of the OSR’s sales efforts.

• Acts as the primary point of contact for the customer during issue resolution through calls and emails

• Solves day-to-day issues for the customer, including issue resolution (order entry issues, delivery delays, missing material, billing errors, etc.)
• Aids in problem resolution on behalf of the OSR by coordinating “hot shot” deliveries as soon as possible to the customer.
• Collaborates with the Branch Manager and OSR to improve the service offering as part of Customer Experience

 

Qualifications

 

• Minimum 2+ years of relevant Sales or Customer Service Experience
• Diligent organizational habits with a detail-oriented focus on producing high-quality deliverables
• Problem-solving acumen with an ability to see through complexity and exercise sound judgment
• Strong interpersonal skills
• Proficient skill with Personal Computer Microsoft applications (Word, Excel, Outlook, and PowerPoint)
• Professional written and verbal communication skills to communicate effectively across all levels

 

Working conditions

 

• Moderate travel requirements as needed for business purposes
• Work assignments may be completed remotely company offices

 

Physical requirements

 

• Prolonged periods sitting at a desk and working on a computer and/or keyboard
• Heavy methods of verbal and auditory communication via phone, virtual calls, and/or email