Account Representative American Chemistry Coun Falls Church, VA Job Details Full-time $55,000

• $66,000 a year 19 hours ago Qualifications Non-technical user support Microsoft Excel Microsoft Outlook Employee relationship building Client database systems SharePoint Customer information system software Microsoft Dynamics Full Job Description

ACTREPVA

• Account Representative The position is responsible for completing the Major Duties and Responsibilities of a Customer Service Representative Level 2 (see Attachment) as well as providing support to the Account Managers, including on the day to day management of Account Managed accounts as well as complex Customer Service managed accounts.

The position will also support new customers, managed by a team of Account Representatives, that require assistance and maintenance that exceeds a typical Customer Service managed account. The position reports directly to the Director, Customer Care. Major Duties and Responsibilities Works as part of the Account Management team to assist key customers with individual requests, including, providing reports, updating special instructions and customer documentation. Acts as a point of contact for Account Managed accounts and takes necessary action to answers questions or resolve issues with account managed accounts. Works with Account Managers and Business Development Managers on the implementation of new complex accounts and protocols for existing accounts. Process complex account consolidations, divestitures and spin-outs, including working with the customers to ensure ongoing updates and changes are processed until completion of the full process. Conducts opportunity reviews, validation and assignment to Account Managers for qualifying and development. Takes a key role when participating in

CHEMTREC

initiatives. Travels with Account Managers and with other

CHEMTREC

staff on customer visits and conferences as needed. Takes minor reporting type incident calls in the Operations Center, as requested. Serve as a backup for daily tasks and phone coverage. Assists with training of new Customer Service Representatives. Performs other duties as assigned. Qualifications/Requirements Required Bachelor's degree in a relevant field or two years relevant work experience. Ability to manage and prioritize multiple projects and tasks, with minimal supervision, exercising sound judgment. Demonstrated ability to work independently on a variety of complex matters simultaneously while also working in a team environment. Strong written and oral communication skills as well the ability to listen and communicate with both technical and non-technical customers effectively and provide appropriate solutions. Working knowledge of Microsoft Office including Outlook, Word, Excel, and PowerPoint. Ability to work flexible hours, (e.g., 6:00am

• 2:30pm, 8:30am
• 5:00pm, 12:00pm
• 8:30pm, etc.

) as well as a rotating schedule and non-core business hours and weekends. Preferred Experience with MS SharePoint and MS Dynamics CRM. Knowledge of database and document management concepts, including information retrieval practices. Page Break Title Customer Service Representative Work Location Falls Church, VA Department/ Division

CHEMTREC FLSA

Classification Non-Exempt Position Summary The position is responsible for providing customer service assistance to companies registered and companies interested in registering with CHEMTREC, as well as identifying the needs of the customers and routing requests to the appropriate

CHEMTREC

team. The position is also responsible for processing and addressing requests regarding Safety Data Sheets (SDS) for

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customers. The position reports directly to the Manager, Customer Service. Major Duties and Responsibilities Answers incoming customer and prospect telephone calls, fulfills electronic requests, responds to customer inquiries and provides requested/applicable documents and reports. Assesses the needs of incoming requests, via phone and email, and routes requests to the appropriate

CHEMTREC

staff/team. Provides customer service support relating to registration procedures, SDS submission guidelines, product pricing, payment status and general account status information. Indexes electronic SDS using SharePoint. Manages internal and external customer SDS sites, stand-alone CDs, and other proprietary systems for SDS access (e.g. site-to-site virtual private networks (VPNs), security tokens), as well as drafts and updates special instructions, testing sites and CDs, and maintains a central repository of relevant data. Maintains and updates customer account information within the Customer Relationship Management (CRM) utility. Prepares, logs, and indexes paper documents using scanning software. Assesses, tracks, and resolves incomplete case tickets from the

CHEMTREC

Operations Center. Builds and maintains effective working relationships with appropriate internal staff resources and external contacts, including, customers, vendors, business partners, prospects, emergency response community, and agencies. Performs other related duties, as assigned. Qualifications/Requirements Bachelor's degree in a relevant field or two years progressive work experience. Ability to manage and prioritize multiple projects and tasks, with minimal supervision, exercise sound judgment. Demonstrated ability to work independently on a variety of complex matters simultaneously while also working in a team environment. Strong written and oral communication skills as well the ability to listen and communicate with both technical and non-technical customers effectively and provide appropriate solutions. Working knowledge of Microsoft Dynamics CRM, SharePoint and Office software (including Outlook, Word, Excel, and PowerPoint). Ability to work flexible hours.