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Position Summary
The position is responsible for providing support to the Account Managers, including on the day to day management of Account Managed accounts as well as complex Customer Service managed accounts. The position will also support new customers, managed by a team of Account Representatives, that require assistance and maintenance that exceeds a typical Customer Service managed account. The position reports directly to the Director, Customer Care.
Major Duties and Responsibilities
- Works as part of the Account Management team to assist key customers with individual requests, including, providing reports, updating special instructions and customer documentation.
- Works with Account Managers and Business Development Managers on the implementation of new complex accounts and protocols for existing accounts.
- Process complex account consolidations, divestitures and spin-outs, including working with the customers to ensure ongoing updates and changes are processed until completion of the full process.
- Conducts opportunity reviews, validation and assignment to Account Managers for qualifying and development.
- Takes a key role when participating in CHEMTREC initiatives.
- Travels with Account Managers and with other CHEMTREC staff on customer visits and conferences as needed.
- Takes minor reporting type incident calls in the Operations Center, as requested.
- Serve as a backup for daily tasks and phone coverage.
- Assists with training of new Customer Service Representatives.
- Performs other duties as assigned.
Qualifications/Requirements
Required
- Bachelor’s degree in a relevant field or two years relevant work experience.
- Ability to manage and prioritize multiple projects and tasks, with minimal supervision, exercising sound judgment.
- Demonstrated ability to work independently on a variety of complex matters simultaneously while also working in a team environment.
- Strong written and oral communication skills as well the ability to listen and communicate with both technical and non-technical customers effectively and provide appropriate solutions.
- Working knowledge of Microsoft Office including Outlook, Word, Excel, and PowerPoint.
- Ability to work flexible hours, (e.g., 6:00am – 2:30pm, 8:30am – 5:00pm, 12:00pm – 8:30pm, etc.) as well as a rotating schedule and non-core business hours and weekends.
Preferred
- Experience with MS SharePoint and MS Dynamics CRM.
- Knowledge of database and document management concepts, including information retrieval practices
ACC offers medical, dental, vision as well as 401(k) matching contribution up to 6% and a 6% contribution to the Profit-Sharing Plan, both vested immediately at 100%. Additionally, employees have access to a no cost onsite fitness center and subsidized yoga classes as well as eligibility for performance-based merit increases and discretionary bonus program. Â
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