Customer Service - Key Account Specialist

Reporting to the Customer Service Manager, the Key Account Specialist is responsible for overall customer satisfaction, managing key accounts by entering orders, processing, and resolving issues. The Key Account Specialist works in a professional team and is responsible for providing a quality support to our clients; to provide accurate information and a direct assistance to our clients and to perform administrative tasks that is necessary for efficient operations.

Will perform any other related duties requested by his immediate supervisor, all in accordance with the internal procedures and rules.

Key Account Management 90 %

• In charge of processing key account orders, providing order acknowledgements, back-order dates, and discrepancies within 24-48 hours of purchase order receipt.

• Manage tracking for all orders, manage invoice input via SAP and maintain communications key account customers.

• Provide information to prospective clients regarding fitment issues.

• Manage email inquiries (fitment, wheel style, price).
• Manage returns and communicate any issues with orders.
• Work with the SAP system to update and modify orders.

• Monitors key account vendor portals for orders, invoicing, and advanced shipping notices.
• Ability to problem solve on discounts, damaged product, account debts and customer inquires.

• Responds to requests for information in a prompt, professional and positive manner.

• Review orders flagged for credit issues by the accounting department.

• Verify and coordinate credits for customer payments, internal management requests, or for billing error correction. 

• Maintains communication across departments to ensure vendor compliance.
• Coordinate the release of booking orders to the warehouse.
• Act as a liaison for outsides sales representatives. 
• Keeps management informed of all activity, including timely preparation of reports. 

Administration 10 %

• Generate and manage reports within the SAP system.
• Oversee and maintain holding orders.

• Excellent proficiency in spoken and written French required. Knowledge of English is necessary to ensure communication with clients across Canada.

• Have the ability to exercise good judgment.
• Excellent analytical and monitoring skills.
• Ability to work as a team.
• Ability to deal with emergencies or unusual situations.
• Be dynamic, welcoming and have a positive attitude.
• Remain calm when exchanging with difficult clients.
• Provide knowledge and training to other CSR’s.
• Have a high school diploma.
• Have a minimum of 2 years’ experience in customer service or in a related field.
• Great knowledge of Outlook, Excel and Word.
• Experience with and knowledge of SAP are assets.
• Excellent computer skills.