Key Account Specialist - Richmond, VA - Electrical Equipment Company

Key Account Specialist (KAS)Location: Richmond, VA

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 see "the big picture" of our business and being team-oriented is super important. The most successful KAS has a natural desire to develop strong relationships with customers and "go the extra mile".

The objective of this role

The Key Account Specialist (KAS) has direct responsibility for any aspect involving "service" as it relates to a set of accounts designated as "Key" accounts. This could include but would not be limited to offering suitable alternatives, quoting, factory coordination of people, delivery and pricing, coordination of internal technical specialists, product managers, and or business development specialists based on the customer business needs. This position should free up our key Account Manager's (KAM's) to develop new business while providing our "Key" customers with a dedicated resource to service their immediate needs. Results generated by the KAS will have a direct and immediate impact on customer satisfaction and our corporate strategic growth initiatives.

Delivering an exceptional customer experience will be the primary area of responsibility for the Key Account Specialist. They will be supported by customer support reps, product service reps, the pricing team, purchasing/inventory control, credit/collections, sales and operations. "Key" accounts will get priority on resources committed and should expect the highest level of service we can organizationally deliver.

Responsibilities

• Customer service and sales amplification - "Delight the customer" while freeing up the Key Account Manager (KAM) to focus on growing sales.
  • Will be the customers' first stop for:
    • Pricing, quotes and delivery
    • Quote follow-up - take the lead on requesting support. Liaison to communicate results back to the customer.
    • Expedites
    • Pricing concerns - take the lead to resolve. Will likely coordinate and receive feedback from the KAM.
    • "fixing" (something went wrong and needs a resolution)
    • Coordinating / getting information or support from the factory
    • Price negotiation
  • As sales opportunities are identified, qualify and when applicable get the KAM engaged
  • Work with the KAM to jointly uncover key contacts / decision makers, and or get information relevant to advancing opportunities.
  • Leverage customer relationship management (CRM) to manage customer interactions, prioritize activities.

• Profit - "Buy low, sell high"
  • Based on customer spend, proactively manage pricing agreements and customer pricing files to maximize gross profit. (as required, minimum annually)
  • Look for migration opportunities to move customers to preferred vendors and increase margin percentages.
  • Make sure pricing files in place that allow us to be competitive and maximize margin
  • Proactively notify the customer of pricing changes when applicable

• Opportunity identification - "Continually challenge the norm"
  • Seek to understand the customer's needs and challenges. Look for ways to drive efficiency through systems, technology, services and or solutions that generate value for the customer.
  • Proactively offer product / service solutions that offer value to the customer.
  • Liaison that works across departmental boundaries to enhance efficiencies and remove challenges impacting customer service.

Requirements

• Associates degree or equivalent relevant work experience
• Previous experience in industrial or manufacturing environment is a plus
• Authentic customer service commitment - collaborative personality; tenacity to successfully see a challenge through to the end
• 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.

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.