Sales Operations Key Account Representative

Sales Operations Key Account Representative

The Sales Operations Key Account Representative supports the Director of Order Management and Contract Support and the Senior Manager Sales Operations Assistive Technology by managing customer communications, orders, quote requests, and account-related issues.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position.

• Respond promptly and professionally to customer inquiries by email, phone, and voicemail.
• Provide product and service information and answer questions regarding order and product status.
• Manage incoming orders, requests, and tasks in Zendesk and Salesforce.
• Ability to effectively multi-task and manage varied requests simultaneously and competing priorities while maintaining accuracy, responsiveness and attention to detail.
• Ability to work effectively and independently in a remote environment, remain responsive during established business hours with minimal supervision, and communicate consistently with customers and internal team members.
• Generate and provide customer quotes through Salesforce.
• Follow up on sales leads and customer requests received through Zendesk.
• Refer end users to dealers as appropriate and follow up throughout the sales cycle.
• Assist customers with product transitions, software activation resets, and license key issues.
• Process Great Plains return-to-stock and credit/rebill transactions.
• Identify customer issues, recommend solutions, and escalate when necessary.
• Partner with field sales representatives and Product Management on orders, quotes, and resolving customer issues.
• Maintain current knowledge of company policies, procedures, and processes.
• Perform other duties as assigned by management.

This position has none.

Qualifications:

• Experience: 24 years of experience in sales operations, account management, or a high-volume customer support role.
• CRM & Ticketing Systems: Proven proficiency with Salesforce (for quoting and lead tracking) and Zendesk (for ticket and task management and Dynamics/Great Plains is preferred.
• Communication Skills: Excellent listening, verbal and written communication skills with a track record of handling high-value client inquiries via email and phone.
• Problem-Solving: Strong troubleshooting abilities, specifically with managing order discrepancies, software licensing, or technical account issues.
• Attention to Detail: High accuracy in data entry, contract quoting, and following strict internal company policies.
• High school diploma or GED and at least one year of order-processing experience or training, or an equivalent combination of education and experience.
• Ability to perform basic arithmetic and calculate discounts and percentages using U.S. currency and standard units of measurement.

Frequent talking, careful listening and hearing; occasional standing and walking; prolonged sitting;. Vision requirements include close and distance vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made for individuals with disabilities.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.