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Key Accounts Specialist

2 weeks ago

Burnaby, Canada Mustang Survival Corp. Full time

**WHO WE ARE**

At Mustang Survival, our vision is to enable the ultimate on-water experience. We seek to become the pinnacle waterlife brand by offering authentic, innovative product solutions that instill confidence and trust in our consumers. We require talented, motivated, inspired individuals at all levels of the organization to ensure that we remain true to what we stand for. If you are someone who has curiosity, passion for excellence, and a desire to drive innovative product solutions, come and join us to push the boundaries of whats possible in delivering the ultimate water life user experience.

**WHAT WE OFFER**

We estimate the salary range for this position to be between $50,000 and $60,000 annually. Additionally, we offer extended health and dental benefits, Group RSP with employer matching, a generous bank of wellness days, and industry perks. The final agreed upon salary may vary based on factors such as job-related knowledge, skills, and experience.

**JOB PURPOSE**

As a Key Accounts Specialist, you will provide a customized approach to Mustang Survivals top customers. As a Key Accounts Specialist, you are responsible for retaining and nurturing the key relationships with our largest customers. You will develop a deep understanding of their business and become a strategic business partner and advisor.

**RESPONSIBILITY**

KEY ACCOUNTS AND GENERAL CUSTOMER SUPPORT
- Acquire and maintain advanced working knowledge of Mustang Survival products & technologies to effectively field customer inquiries and develop internal support network to assist with complex questions.
- Work in SPS / EDI platforms specific to the business channels (Recreation, Military and Professional) for order management and invoicing.
- Acquire and maintain specialized knowledge of Customer Service procedures across the market categories as designated (Military, Industrial, Public Safety, and Recreation)
- Support customer service, and order fulfillment processes as needed.
- Effectively assess customer needs related to products, orders, payments, logistics, etc. and proactively manage using a positive, helpful approach.
- Strive for excellence with every customer engagement.

ORDER & ACCOUNT PROCESSING
- Processes all internal and external customer orders (product, repairs and services) using Netsuite and other EDI platforms.
- Provide order confirmations and expected delivery information in a timely manner.
- Proactively communicate order status and available inventory information, along with other information important to the customer.
- Support Accounts Receivable by communicating with customers regarding account balance status and helping finance resolve any account issues
- Coordinate the timely entry and delivery of orders by reaching out to customers and internal team members to resolve any issues or questions.
- Work directly with Fulfillment to ensure purchase orders are processed according to customer agreements

SALES SUPPORT
- Provide quotes in accordance with company policies and pricing information
- Use customer interactions to identify opportunities for increasing sales (e.g. add-ons or up-sells)
- Assist the sales reps and managers with new account processing.
- Support evaluations of customer satisfaction

KEY ACCOUNTS RELATIONSHIP MANAGEMENT
- Develop trust and rapport with key points of contact with key accounts
- Acquire a thorough understanding of key customer needs and requirements
- Expand relationships by continuously proposing solutions that meet customer objectives
- Serve as a liaison and link of communication between key customers and internal teams
- Resolve any issues and problems faced by customers and deal with complaints in a tactful and diplomatic way
- Prepare regular reports of progress and forecasts as needed for internal teams
- Participate and lead any program development initiatives

**REQUIREMENTS**

Education & Experience:

- Grade 12 graduation along with related post-secondary education.
- 2+ years related experience in a customer service and order entry role.

**REQUIRED KNOWLEDGE, SKILLS AND ABILITIES**
- Familiarity with SPS and/or similar EDI platforms.
- Strong business acumen
- Exceptional communication skills both written and verbal
- Exceptional organizational skills with the ability to prioritize and complete heavy workloads.
- Good computer knowledge and familiarity with Microsoft Office suite.
- Previous experience with Order Management software is an asset.
- Problem-solving aptitude with commitment to do what is right.
- Ability to balance autonomy and collaboration.
- Retail experience in the marine and/or outdoor industry is an asset.
- Participating in activities for which we make products for is an asset.
- Strong Customer Service orientation and background.
- Positive attitude and a strong sense of commitment to deadlines.
- Excellent team player with a high level of personal initiative and energy.
- An acceptable combination of education, training, and/or exp