Job Details

Account Representative Supervisor

This person is directly responsible for overseeing and maintaining the internal project request log as well as supervising and assisting Account Representatives with pricing and day to day operation. The Account Representative Supervisor works directly with the regional sales managers and Account Representatives in order to manage customer requests in a timely manner.

Duties and Day-to-Day Responsibilities, but not limited to the following:

• Log and maintain customer requests submitted by regional sales managers and customers.
• Work directly with sales staff, customer service representatives, document control department and formulators in an effort to complete customer requests in a timely manner.
• Provide consistent status updates to customers and maintain customer satisfaction through meeting requested deadlines.
• Supervise customer service representatives by providing training, counseling, assistance, discipline and communicating job expectations.
• Provide assistance to customer service representatives as needed in an effort to handle overload or work overflow.
• Make improvements to customer service quality by analyzing existing procedures, reviewing with CEO and implementing new policies where necessary.
• Composes letters from standard responses, prepares customized responses according to the particular needs of the inquirer.
• Obtain shipping quotes from freight forwarders to determine the cost based on the quantity requested by the customer.
• Creates product price sheets based on the product, price, and quantity to be submitted to the sales team member.
• Assist with pricing when needed

Minimum Training, Education, and Experience Requirements:

• High school diploma and 4-8 year of relevant work experience, including 3-5 years of customer service experience. Bachelors Degree is a strong plus.
• Provide leadership and be able to operate under pressure in order to meet tight deadlines.
• Excellent Excel, Word, Access and Outlook skills.
• Necessary characteristics include: being a self-starter, goal-oriented, attention to detail, team-oriented, ability to have positive interactions with other professionals without being critical and ability to multi-task.
• Excellent communication, technical writing, decision-making and people skills.

Behavior Competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Work Environment:

Office, laboratory, and manufacturing environment. Ability to manage a fast-paced operation that can run 24/7 and that includes a dedicated group of quality minded professionals.