Enterprise Accounts Associate Job at B&H Photo Video, New York, NY

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  • B&H Photo Video
  • New York, NY

Job Description

Job Overview:

The Enterprise Accounts Support Representative is a key position responsible for ensuring that our enterprise customers in the Corporate, Education, and Government sectors are experiencing B&H’s exemplary level of care and satisfaction.

Associates develop, maintain and grow customer relationships by ensuring that every interaction a customer has with us is a successful and positive experience.

Responsibilities include creating and managing quotes, orders, returns, and inquiries via multiple methods of communication. Owning the issue and ensuring a complete and timely resolution are the most important success factors for this role.

Essential Responsibilities:

  • Receives, prioritizes, and responds to in-bound customer inquiries within expected time frames and takes an ownership view of outstanding requests.
  • Thoroughly reviews customer inquiries and ensures that the responses are comprehensive and provide effective solutions.
  • Ensures that all work is done with a high degree of attention to detail and thoroughness including completely reviewing customer documentation for proper billing information, shipping methods, payment methods, email address, phone numbers, etc.
  • Processes customer Quote/bid requests and Purchase Orders into the ordering system along with any changes or cancellation requests.
  • Responds to customer inquiries such as stock check, order status check, price check, claims, returns etc. within defined time frames.
  • Proactively follows up with customers regarding outstanding orders both pre and post-sale as assigned.
  • Communicates with our customers in a professional and courteous manner.
  • Actively builds relationships with customers and demonstrates by actions that the customer can count on us.
  • Resolves issues requiring collaboration with other departments by clearly communicating with other departments and managing outcomes.
  • Uses good judgment to escalate customer issues or communications as appropriate.
  • Makes issue resolution decisions independently within prescribed guidelines.
  • Understands Customer Service processes.
  • Has a basic understanding of order fulfillment and physical distribution network principles (i.e., truck shipment vs parcel shipments, overnight vs ground, international shipping methods and customs/duties, etc.)

Additional Responsibilities:

  • Provides support for process improvement, cost reduction, & service improvement initiatives
  • Assists team members as needed
  • Assists other teams as needed
  • Participates in and contributes to departmental initiatives and community activities.
  • Other responsibilities as assigned by manager.

Specific Knowledge, Skills and Abilities:

  • Highly responsible. Able to take ownership of an issue and see it through resolution.
  • Ability to prioritize different tasks/responsibilities with a fast-paced/ high volume workload
  • Works well in a team and collaborative environment
  • Exceptional communication skills — both oral and written
  • Is courteous and professional in all interactions
  • Detail-oriented and critical thinker
  • Basic understanding of B&H products and how to perform research in assisting customer choices to support order entry/management.
  • Knowledge of Microsoft Office and general office productivity tools.
  • Open and able to learn new technologies and systems and can adapt to change

Preferred Education, Experience and Licenses:

  • 1 year in a customer facing role or 2 years in an office setting preferred.
  • College education preferred.

Job Tags

Work at office, Night shift,

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