Senior Strategic Accounts Specialist

This is a fully remote position, open to applicants in Idaho, +3 more states.

📋 Description

• Facilitate the daily relationship management between MWI and MVH strategic accounts.

• Deliver high-volume phone assistance and respond to email inquiries efficiently.

• Manage customer communications via calls, emails, and faxes concerning inquiries, concerns, and requests.

• Reconcile issues related to damaged and lost shipments, including product returns and credits.

• Produce and tailor weekly reports as well as ad hoc reports as necessary.

• Maintain regular communication with both internal and external customers to resolve issues.

• Analyze and investigate customer concerns, taking appropriate actions as needed.

• Aid in the onboarding and training of new associates regarding call intake, customer inquiries, and system procedures.

• Assist in developing analytical solutions and documenting procedures.

• Provide precise information regarding products, pricing, services, policies, and procedures.

• Keep comprehensive records of customer interactions in the Orbit CRM system.

• Address escalated issues by assessing and suggesting solutions to management.

• Propose enhancements to improve customer service operations.

• Complete designated special projects as assigned.

• Manage the MBX email inbox for COUPA orders effectively.

• Collaborate with internal departments to uphold accounting, billing, contract procedures, order delivery, reporting, and operational solutions.

⛳️ Requirements

• High School Diploma/GED or equivalent experience is mandatory.

• An Associate's degree in business administration, operations, or a closely related field is preferred.

• A minimum of 3+ years of experience in customer service operations, case management, order management, issue resolution, escalations support, service delivery, or a related field is required.

• Possession of a Certified Customer Experience Professional (CCXP) or equivalent certification is preferred.

• Advanced skills in Excel are required.

• Proficiency in Word and Outlook is essential.

• Demonstrated experience in a customer service role is needed.

• Strong verbal and written communication skills are crucial.

• Exceptional problem-solving and conflict resolution abilities are necessary.

• Capacity to handle multiple tasks while demonstrating critical and analytical thinking is required.

• Knowledge of customer service operations and transaction support processes is essential.

• Familiarity with customer information management, record maintenance, and documentation practices is needed.

• Understanding of billing, payment, and reporting processes within an operational environment is important.

• Awareness of quality control principles, service measures, and escalation practices is required.

• Proficiency in Microsoft Office applications and standard business systems is necessary.

• Ability to communicate effectively in writing and verbally with customers and internal stakeholders is essential.

• Strong organizational skills to manage workload, prioritize tasks, and handle multiple responsibilities within set timelines are necessary.

• Aptitude to review data and documentation for completeness, accuracy, and consistency is important.

• Capability to analyze operational information and numerical data to identify issues or variances is required.

• Ability to resolve routine operational issues by applying defined procedures and exercising judgment is needed.

• Independence in working within established guidelines and collaboration across functions is essential.

• Attention to detail in a structured service environment is crucial.

• Typically requires two (2)+ years of related experience or a Bachelor’s degree.

• Experience in a veterinary clinic is desirable.

🏝️ Benefits

• Comprehensive medical, dental, and vision care.

• Backup dependent care services.

• Adoption assistance programs.

• Coverage for infertility treatments.

• Support for family building initiatives.

• Solutions for behavioral health.

• Paid parental leave policies.

• Paid caregiver leave options.

• Training programs available.

• Resources for professional development.

• Mentorship opportunities provided.

• Access to employee resource groups.

• Opportunities for volunteer activities.