Account Support Representative - Repair Specialist

Repair Specialist- Account Support Representative (ASR) - Services

Location: Lynchburg

Who we are and why we are successful.

The Electrical Equipment Company (EECO) is not your average industrial full-line electrical distributor. We are a passionate, customer-centered service organization crazy about building a better tomorrow by serving the manufacturing plants, machine builders, and construction teams that make our communities strong.

We are committed to placing people and their ideas before products, solving problems, and helping our community realize its full potential. To achieve this, we are looking for talented people who want to make a positive difference.

Who we are looking for.

EECO is seeking a highly organized and detail-oriented person who enjoys delivering professional customer service and values achieving goals and objectives. Being willing to learn "the big picture" of our business and being team-oriented is super important. The most successful Repair Specialist has a natural desire to learn and "go the extra mile".

The objective of this role

The Account Support Representative (ASR) works closely to support the Delivered Services Team to provide exceptional experience to our customers. The ASR will work in collaboration with internal and external personnel to accomplish their goals. This will include but not be limited to Key Account Managers, Key Account Specialists, other ASR's, Product Specialists, Technical Specialists, Product Service Reps, any internal supporting departments, and vendor partners. Results generated by the ASR will have a direct and immediate impact on sales, profit, and other corporate strategic growth initiatives.

From the time an order is placed, the Account Support Rep will own all aspects of delivering an exceptional customer experience. This will include having direct customer account responsibility via telephone and email communications, and the entire backend of the order process through oversight of delivery and resolution of items affecting payables.

Responsibilities

• Manage Customer repair requests through Distributorship Agreement
• Complete the Training Modules in the EECO P21 Epicor Learning Center portal.
• Utilize, maintain, and troubleshoot Organizational tool Asana, offer training when needed for new functionality.
• Work closely with Key Account Managers and Customer to create Service specific Proposals.
• Enter Purchase Orders to our vendors via email, or online order entry.
• Primary contact for Accounts Payable and Accounts Receivable regarding open issues.
• Respond to customer inquiries and order status inquiries utilizing our internal business system.
• Provide customers with copies of documentation related to the transaction when requested.
• Work with warehouse to ensure freight claims are processed, track shipments from vendors, expedite open customer orders, determine or confirm shipping logistics.
• Daily review of invoicing reports to identify margin loss, actively work the invoice exception report and manage customer specific open order reports.
• Assist Managers and Key Account Specialist with other administrative tasks.
• Resolve emergency issues that arise with our customers.

Requirements

• High School Diploma or GED equivalent
• Authentic customer service commitment - collaborative personality; tenacity to successfully see a challenge through to the end.
• Industrial/Commercial Services experience.
• Trade related experience in the construction Industry.
• Intermediate knowledge of Microsoft Excel spreadsheet software
• Strong communications skills (both written and oral)
• Ability to work independently and autonomously.
• Strong attention to detail and analytical abilities.
• Ability to learn; to become proficient in EECO's business systems and have a willingness to train for additional responsibilities, which will facilitate future professional growth.
• Ability to work after hours to resolve service issues.

Important legal notice

EECO offers a competitive compensation and benefit program. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.