Senior Strategic Account Representative

Siffron; Twinsburg (OH); On-site; USD 55,000 - 85,000; Full time

Job summary

Siffron in Twinsburg, OH is seeking a Senior Strategic Account Representative to manage strategic accounts, coordinate orders, and deliver top-tier customer service. The role partners with the National Account Manager to drive projects and ensure accurate reporting and timely communication.

You will handle account administration, order entry, pricing coordination, and cross-functional collaboration while traveling as needed to support customers and training sessions.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor's degree in Business, Marketing, Communications, or related field preferred.
• Minimum of 3 years of customer service, account management or customer-facing role experience.
• Proficient in MS Office Suite, especially Excel.
• Experience using ERP, CRM, or order management system, a plus.
• Ability to analyze information, resolve customer issues, and maintain a high level of accuracy and attention to detail.

Responsibilities

• Serve as the primary internal point of contact for assigned account, ensuring exceptional customer support and responsiveness.
• Act as the primary contact for assigned account in the absence of the National Account Manager (NAM).
• Partner with NAM to complete assigned projects and initiatives.
• Create and maintain account-specific guidelines to ensure consistent service delivery.
• Travel to customer locations, as needed, to support meetings and/or training purposes.
• Manage all order entry and maintenance related to assigned account.
• Support EDI accounts by maintaining item mapping, pricing updates, unit-of-measure (UOM) alignment or contract additions.
• Enter pricing quotes for special projects to support customer opportunities and NAM requests.
• Coordinate prototype shipments for customer evaluation and approval.
• Create, maintain, and distribute customer-specific reports, which can include but are not limited to inventory management, order management, roll-out progress reports, and other account reporting requirements.
• Maintain customer online purchasing catalogs and ensure product information remains accurate and up to date.
• Serve as the internal coordinator for customer projects and issues related to the assigned account.
• Communicating item demand concerns and coordinate with internal teams to minimize customer impact.
• Proactively and effectively manage customer issues, escalation, and service concerns in a timely manner to ensure resolutions are to customer’s satisfaction.
• Assist with customer collections and credit-related issues, when necessary.
• Provide back up for Strategic Account Representative role.
• Perform other duties as assigned.

Skills

Communication

Teamwork

Data entry

Judgment

Adaptability

Detail orientation

Education

High school diploma

Associate or Bachelor's in Business/Marketing/Communications

Tools

MS Office (Excel)

ERP/CRM or order management

Job description

Description

JOB SUMMARY

The Senior Strategic Account Representative provides day-to-day operations and administrative support for assigned strategic customer accounts by coordinating orders, account maintenance, reporting and customer projects. This role serves as a key point of contact for assigned accounts, internally and externally. Partners with the National Account Manager (NAM) to ensure best-in-class customer service experience.

ESSENTIAL FUNCTIONS

Account Management and Customer Support

• Serve as the primary internal point of contact for assigned account, ensuring exceptional customer support and responsiveness.
• Act as the primary contact for assigned account in the absence of the National Account Manager (NAM).
• Partner with NAM to complete assigned projects and initiatives.
• Create and maintain account-specific guidelines to ensure consistent service delivery.
• Travel to customer locations, as needed, to support meetings and/or training purposes.

Account Administration and Order Management

• Manage all order entry and maintenance related to assigned account.
• Support EDI accounts by maintaining item mapping, pricing updates, unit-of-measure (UOM) alignment or contract additions.
• Enter pricing quotes for special projects to support customer opportunities and NAM requests.
• Coordinate prototype shipments for customer evaluation and approval.
• Create, maintain, and distribute customer-specific reports, which can include but are not limited to inventory management, order management, roll-out progress reports, and other account reporting requirements.
• Maintain customer online purchasing catalogs and ensure product information remains accurate and up to date.

Project Coordination and Cross-Functional Collaboration

• Serve as the internal coordinator for customer projects and issues related to the assigned account.
• Communicating item demand concerns and coordinate with internal teams to minimize customer impact.

Customer Issue Resolution

• Proactively and effectively manage customer issues, escalation, and service concerns in a timely manner to ensure resolutions are to customer’s satisfaction.

SECONDARY FUNCTIONS

• Assist with customer collections and credit-related issues, when necessary.
• Provide back up for Strategic Account Representative role.
• Perform other duties as assigned.

Requirements

EDUCATION, LICENSES, AND EXPERIENCE

• High school diploma or equivalent required.
• Associate or bachelor's degree in Business, Marketing, Communications, or related field preferred.
• Minimum of 3 years of customer service, account management or customer-facing role experience.
• Proficient in MS Office Suite, especially Excel.
• Experience using ERP, CRM, or order management system, a plus.
• Ability to analyze information, resolve customer issues, and maintain a high level of accuracy and attention to detail.

SKILLS (Language, Mathematical, Reasoning, Other)

• Excellent communication skills.
• Ability to interact with others in a team manner and effectively move projects along.
• Strong data entry and keyboarding skills.
• Proven ability to exercise solid judgment.
• Ability to work in a fast paced, ever-changing environment with limited supervision.
• Complete tasks in a thorough, correct and timely manner.
• Detail oriented with good organizational skills and the ability to prioritize tasks.

WORKING CONDITIONS/PHYSICAL DEMANDS

• The job will require 70-80% of the day in a seated position taking calls and using a computer.
• Ability to travel occasionally, as business needs require.
• Some lifting may be required.