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.

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

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.

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.

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