Strategic Account Operations Coordinator

This is a fully remote position, open to applicants in Idaho.

📋 Description

• Act as the main point of contact for customer service regarding large Strategic accounts.

• Build and nurture relationships with stakeholders in strategic accounts.

• Facilitate communication between clients and internal teams.

• Oversee ecommerce platforms, vendor-portal reporting, and product content management.

• Ensure product content aligns with brand standards and coordinate item setup with manufacturers.

• Work together with purchasing, data analysts, and Senior Account Managers to analyze inventory, sales data, and customer suggestions.

• Track account performance and pinpoint opportunities for upselling or cross-selling.

• Address client issues and proactively manage potential challenges.

• Provide clients with reports and updates regarding service performance and ongoing projects.

• Collect and communicate client feedback.

• Handle incoming calls via dedicated Strategic Account phone lines.

• Manage returns of incorrect or damaged items.

• Participate in weekly sales meetings.

• Oversee the onboarding of new items, inventory forecasting, pricing strategies, customer portal interventions, and manufacturer rebates.

• Manage customer sales orders using an EDI platform.

• Correct errors while adhering to shipping deadlines.

• Investigate compliance violations and contest claims when necessary.

• Analyze shipment images and documentation in collaboration with distribution center and operations staff.

• Create customer credits for validated violations.

• Research and apply customer payment deductions with the cash application team.

• Maintain compliance trackers for service-level agreements and scorecard metrics.

• Support customer onboarding and account upkeep concerning licensure and legal documentation.

⛳️ Requirements

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

• A minimum of 3 years of experience in customer service operations, international coordination, order management, or a related field is required.

• Certification in ITIL 4 Foundation, Lean Six Sigma Yellow Belt, COPC Customer Experience Practitioner, or a similar certification is preferred.

• Must be available to work between 7 am and 6 pm MST.

• Familiarity with ecommerce platforms is essential.

• Ability to extract reports from ecommerce vendor portals.

• Proficiency in creating, editing, and managing product content.

• Capability to manage customer sales orders through an EDI platform.

• Ability to investigate compliance violations and contest claims.

• Competence in using email, Microsoft Excel, AS400, Outlook, and other critical systems.

• Familiarity with MWI sales programs, promotions, and products is advantageous.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Backup dependent care assistance.

• Adoption support services.

• Coverage for infertility treatments.

• Family building assistance.

• Behavioral health resources.

• Paid parental leave.

• Paid caregiver leave.

• Training programs available.

• Resources for professional development.

• Mentorship opportunities.

• Employee resource groups.

• Volunteer engagement activities.