Key Account Representative

Job purpose 

  

The Key Account Representative (KAR) is responsible for driving sales growth by delivering a positive customer experience for a determined set of key accounts.  This role is critical in driving a new Beacon initiative focused on improving the customer experience (CX).  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 

  

• Operates as the primary point of contact for key customers during issue resolution through calls and emails 

• Provides unique and elevated customer service to the account in support of Beacon’s sales efforts 

• Partners with the OSR to develop strategies to become the number one roofing distributor per the customer’s wallet – and achieve that by maintaining a strong working relationship with focused customers in everyday interactions 

• Manages end-to-end order management process by tracking orders, checking stock availability, ‘Sense-checking’ orders, suggesting complementary products with existing orders to catch any potential mistakes and collecting customer feedback 

• Engages in independent discussions with manufacturers to track and learn about products to educate customers 

• Manages issue resolution for the customer by coordinating “hot shot” deliveries as soon as possible to the customer 

• Makes strategic recommendations to customers, including Private Label and digital (Beacon PRO+), to drive private label products and digital penetration, along with other promotional programs 

• Collaborates with the Branch Manager and OSR to improve the service offering as part of Customer Experience 

• Collaborates with the OSR to deliver strategic, tactical, and relational information to help grow the account 

• Partners with OSR and Sales teams to prep and deliver Quarterly Business Reviews 

• Attends regularly scheduled key business meetings with the OSR and Branch Manager to drive sales 

• Supports the customer’s everyday operations, including ensuring materials availability, project planning, and other support to improve business outcomes for the customer 

• Processes customer orders when it is most convenient for the customers’ business, ensuring timely and complete deliveries 

• Prepares purchase order details for customer meetings (logistics, timing, customer data, etc.) 

• Supports OSR’s sales efforts through the account planning process for priority customer accounts 

• Resolves day-to-day issues quickly, efficiently, and safely for the customer, including issue resolution across branches in the market to resolve order entry issues, on time delays, unloading problems, delivery delays, missing material, billing errors, etc. 

• Potential for up to 25% travel 

  

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 Microsoft Office 365 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 and/or in available 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