Job Summary The Strategic Account Support Specialist plays a critical role in delivering a seamless customer experience for strategic accounts. This position serves as the primary liaison between the company and key customers, ensuring accurate order processing, proactive communication, and timely resolution of inquiries. The role supports sales operations, logistics coordination, reporting, and cross-functional collaboration to drive customer satisfaction and operational excellence. Key Responsibilities Primary Customer Point of Contact Serve as the main interface for strategic accounts, managing order processing, status updates, reporting, escalations, sales support, limited service-related support, and DX Subscription support. Communication Management Respond promptly to customer inquiries via email, phone, and virtual meetings. Proactively follow up on open items and communicate order details from acknowledgment through delivery. Maintain regular communication with Sales Managers regarding outstanding actions requiring attention or escalation. Relationship Management Build and maintain strong relationships with strategic customers and internal stakeholders, including sales, logistics, and operations teams. Sales Order Processing Process, organize, and manage all sales orders accurately and efficiently. Ensure timely communication with customers regarding order status, changes, and delivery timelines. Customized Quote Creation Prepare customer-specific quotes as needed, tailoring product selections, quantities, and configurations to individual customer requirements. Cross-Functional Collaboration Partner closely with Sales Managers and customers on delivery methods, graphic requests, ERP customer account maintenance, and reporting. Collaborate with internal teams to ensure seamless order fulfillment and customer support. Customer Claim Management Handle customer claims related to missing, damaged, or incorrectly shipped items. Document claims accurately and coordinate resolution with internal teams. Internal Order Requests Process internal order requests from sales partners and internal stakeholders. Reporting Metrics Generate and maintain reports related to orders, customer inquiries, KPIs, and SLAs. Provide actionable insights and data to support management decision-making. Logistics Support Work with logistics partners to identify and resolve delivery challenges and exceptions. E-commerce CPQ Support Identify and report CPQ (Configure, Price, Quote) system errors or UI issues to the e-commerce team. Returns Dispute Resolution Process Return Material Authorizations (RMAs). Support the DBS (Database Systems) team in resolving customer payment disputes. Order Form Validation Participate in validation and UI testing of customer-specific equipment order forms. Project Coordination Assist in coordinating customer projects from initiation through completion, working cross-functionally to meet project objectives and timelines. Problem Solving Root Cause Analysis Identify complex process, quality, or operational issues. Apply structured root cause analysis methodologies such as 5 Whys, Fishbone (Ishikawa), Fault Tree, and Pareto analysis to drive resolution and continuous improvement. Additional Duties Perform other responsibilities as assigned by management. Qualifications Skills Required: Previous experience in customer service, account management, or sales support. Bachelor's degree in Business Administration, Project Management, or a related field. Strong problem-solving mindset with the ability to work independently. Proven project management skills, including prioritization and multi-tasking. Excellent verbal and written communication skills. Ability to manage competing priorities in a fast-paced environment. Detail-oriented, highly organized, and adaptable under pressure. Proficiency with CRM systems and Microsoft Office Suite. Demonstrated ability to work effectively in a virtual or remote environment. Preferred: Experience in a customer-facing or customer service environment supporting strategic or enterprise accounts. Bilingual capabilities are a plus.
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