ACCOUNT SUPPORT REPRESENTATIVE JOB DESCRIPTION

Order backlogs grow, invoices stall, and sales teams lose deals when nobody owns the gap between a customer request and a fulfilled shipment. That gap belongs to the Account Support Representative. In sales operations and wholesale or B2B distribution environments, this role sits between field-facing account teams and the internal functions - order desk, logistics, master data, credit - that execute on every commitment made to a customer. The work is operationally dense, measured in order accuracy and resolution time.

As the Account Support Representative, you process and track sales orders across multiple order types, resolve escalations before they reach account managers, and maintain the data integrity that keeps fulfillment and invoicing running without gaps. The role reports into a customer service or sales operations function and works daily with Sales Representatives, Regional Managers, and warehouse or logistics counterparts.

Career Impact: Hands-on ownership of order-to-invoice workflows and ERP operations builds the kind of cross-functional fluency that B2B and wholesale employers look for when hiring Sales Operations Analysts and Account Managers.

Business Impact: When order entry errors, credit holds, and escalation backlogs go unresolved, revenue delays and customer attrition follow - this role is the operational check that prevents that outcome for the accounts it owns.

Growth Opportunity: Exposure to RFI/RFP support, Quarterly Business Review preparation, and cross-functional escalation management broadens the scope available to candidates who advance toward account management or inside sales.

• Process sales orders, cancellations, and returns accurately across multiple order types to ensure fulfillment and invoicing.
• Monitor order status and proactively resolve shipment, delivery, billing, and backlog issues before they escalate.
• Serve as the primary contact for assigned account teams, answering order and pricing inquiries from internal and external stakeholders.
• Coordinate credit releases, vendor bids, and pricing support in collaboration with finance and logistics teams.
• Maintain customer account records, new account setups, and data changes in partnership with master data teams to ensure accuracy.
• Prepare and distribute custom internal reports, sales activity summaries, and account documentation as needed.
• Support RFI/RFP responses, Quarterly Business Review preparation, and proposal development for assigned accounts.
• Identify process gaps and recommend improvements that reduce resolution time and strengthen the customer experience.

• Bachelor's degree in Business or a related field, or equivalent work experience.
• 2 or more years of order entry or customer service experience, with demonstrated accuracy in high-volume environments.
• Familiarity with order management and escalation procedures, including returns and credit processes.
• Strong written and verbal communication skills, with the ability to manage concurrent requests from multiple stakeholders.
• Proficiency in spreadsheet applications, including data lookup and reporting functions used in sales operations.
• Detail-oriented with strong organizational skills and the ability to prioritize a shifting workload without loss of accuracy.

• Experience with ERP platforms used in wholesale or B2B distribution environments, such as order management or inventory modules.
• Prior exposure to RFI/RFP processes, QBR preparation, or formal account documentation workflows.
• Bilingual fluency, particularly in Spanish and English, in markets serving multilingual customer bases.
• Background in freight logistics, pricing structures, or margin analysis within a distribution or channel-sales context.

• Order entry accuracy rate, measuring how often processed orders are fulfilled without correction or rework.
• Escalation resolution time, tracking how quickly time-sensitive order and billing issues are closed after assignment.
• Backlog clearance rate, reflecting the proportion of open order issues resolved within the target window each week.
• Internal reporting delivery rate, measuring on-time completion of custom reports requested by account and territory managers.
• Account setup accuracy, tracking the error rate on new account records and data change requests submitted to master data.
• Typical tools: ERP order management systems (commonly Microsoft Dynamics 365 or Oracle); CRM platforms (commonly Salesforce); spreadsheet and reporting tools (commonly Microsoft Excel).

• Base Salary Range: $42,000 to $58,000 per year
• Bonus: Performance-based, typically 5 to 8% of base salary
• Equity: Not typical at this level
• Health Benefits: Medical, dental, and vision coverage standard
• PTO: 10 to 15 days annually, plus standard US federal holidays
• Common Perks: Tuition assistance, employee discount programs, and hybrid scheduling where operations allow

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization in the United States is required for this position. Employment is contingent on the successful completion of a background check, which may include verification of prior employment and criminal history. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations for applicants with disabilities are available upon request throughout the hiring process.

The Account Support Representative owns the day-to-day administrative support for KeHE customers and account managers, including maintaining authorized lists, processing price changes, and managing new item paperwork. Working across internal systems and customer files, the role ensures data and order entry accuracy to keep accounts current and compliant with deadlines.

Key Responsibilities

• Maintain authorized lists, prepare custom discounts, and process price changes for specific customers.
• Process new item paperwork and set up customer accounts.
• Synchronize files between the KeHE system and the customer.
• Perform data and order entry as needed.
• Support account management with system information and relay updates to customers.
• Ensure accuracy of work products and meet deadlines.

Required Qualifications

• High School Diploma or GED.
• Intermediate proficiency in Excel and other MS Office products.
• 10-key proficiency and high level of data entry accuracy.
• Knowledge of AS400.
• Ability to multi-task and remain detail-oriented in a fast-paced environment.
• Strong organizational skills with the ability to prioritize workload and manage confidential information.
• Effective communicator with excellent interpersonal skills and ability to work with diverse personalities.

Embedded within the Third Party Management System team, the Account Support Representative delivers customer-level prescription transaction payment processing, including oversight of accounts receivable, compliance, and issue resolution. Working closely with customers and insurance payers, this role ensures payment reconciliation and report generation that sustain accurate and timely reimbursement cycles.

Core Functions

• Establish and maintain relationships with customers and insurance payers.
• Monitor the import of client sales transmissions.
• Retrieve, download, and input payment file data.
• Monitor and import daily deposit data.
• Reconcile payments and remittance details.
• Investigate exceptions.
• Provide customer service.

Qualifications & Experience

• Bachelor's degree or equivalent work experience.
• Proficient in Microsoft Excel and other Microsoft Office products.
• Ability to manage data files and solve problems.
• Organized, detail-oriented, and produces work of the highest accuracy.
• Strong written and verbal communication skills.
• Collaborative, flexible, and adaptable when working with customers and various teams.
• A self-starter.

Reporting to the Director of Customer Support, the Account Support Representative manages new and expanded electric service installations, contracts, and 24/7 service restoration for Large Commercial and Industrial customers. Partnering with Account Managers and multiple internal departments, this role builds customer load management strategies and Key Account Business Plans that reduce peak-period costs and sustain revenue.

Primary Duties

• Act as a single point of contact for Large Commercial and Industrial customers to improve satisfaction.
• Coordinate multiple departments to manage new or expanded electric service installations, contracts, and service restoration, including 24/7 on-call availability.
• Assist Account Managers in coordinating programs such as curtailment, collections, and sales goals, and promote cost-efficient delivery services.
• Establish relationships with decision makers to implement customer load management strategies benefiting the company during peak load periods.
• Create Key Account Business Plans and maintain customer facility records, including service issues, equipment, and on-site generation details.
• Manage outstanding customer debt through timely resolution of billing and credit issues and proactive payment procedures.
• Communicate company policies on rates, riders, and changes that may impact customer energy management.
• Input and maintain customer information in the CRM database and coordinate service requests across departments.

Skills & Qualifications

• Bachelor's degree with 0-2 years of experience, or 4-6 years of diverse business experience instead of a degree.
• Experience in customer service and sales.
• Sales, negotiation, and relationship-building experience.
• Technical and financial aptitude.
• Proficient computer skills with the ability to learn required applications.
• Strong written and verbal communication skills.
• Ability to fulfill scheduled and unscheduled after-hours duty responsibilities.

Sitting at the intersection of sales operations and data analytics, the Account Support Representative shapes pipeline growth and CRM integrity by feeding qualified opportunities into Salesforce and building customized dashboards that surface performance insights for stakeholders. Operating across cargo sales, freight forwarding, and business intelligence tools, this role enables Inside and Outside sales agents to prioritize shipments and optimize workflows with accurate, real-time data.

Duties

• Feed data and opportunities into Salesforce and assign them to Inside and Outside sales agents.
• Provide sales agents with key data on market partners, customers, competitors, and potential.
• Assess, implement, and facilitate sales tools and CRM utilization to optimize workflows and best practices.
• Analyze sales performance data, lost business, and metrics to drive improvements and present findings to stakeholders.
• Perform daily flight planning and prioritization of shipments based on sales needs.
• Ensure data integrity and accuracy across CRM and all BI tools.
• Build customized dashboards and maintain organized filing systems for sales figures and metrics.
• Collaborate with departments to ensure process alignment and promote emerging technologies such as eUsage and e-AWB.
• Provide accounting and contract support for AWB verification.

Experience & Qualifications

• Bachelor's degree or related experience preferred.
• 2+ years of customer service or analyst experience, preferably in sales reporting or cargo customer service.
• Knowledge of cargo sales, freight forwarding, logistics, or operations is an advantage.
• Intermediate proficiency in MS Excel, including pivot tables and VLOOKUP, and data tools such as Power BI, D365, and Tableau.
• Working knowledge of a CRM system, such as Salesforce, preferred.
• Strong MS PowerPoint and written and verbal presentation skills.
• Excellent analytical, research, and communication skills with integrity and accountability.
• Ability to work independently, exercise independent judgment, and work flexible schedules, including weekends and holidays.

A key member of the sales operations team, the Account Support Representative leads the processing and monitoring of sales orders, from accurate booking through shipment tracking and backlog reporting. Collaborating across internal sales and customer-facing teams, this role ensures proposals and pricing are delivered consistently and on time to support revenue recognition.

Functions

• Initiate and coordinate the processing of sales orders.
• Monitor the sales order system to ensure accurate receipt and booking of orders.
• Track sales shipment, delivery, billing, and backlog activities and provide internal sales reports.
• Respond to inquiries regarding order status and resolve customer order difficulties.
• Prepare customer pricing and proposals for identified opportunities.
• Ensure all quotes are completed in a timely and consistent manner.

Technical Qualifications

• 2-4 years of order entry experience, or 3 years of general office, accounting, or customer service experience.
• Working knowledge of Secondary Storage, including backup and archival, is a plus.
• Knowledge of Quantum products is a plus.
• Proficient in Microsoft Office, including Word, Excel, and Outlook.
• Knowledge of Microsoft Dynamics 365, Oracle ERP, and/or Salesforce.com is a plus.
• Detail-oriented with strong data entry accuracy, troubleshooting ability, and systems skills.
• Professional communication skills with strong written and verbal English.
• Business etiquette and a customer-first perspective.
• Ability to multi-task, prioritize, work independently and in a team, and work overtime during peak periods.

Accurate pipeline growth in the US Corporate B2B market depends on the Account Support Representative, who builds Sales Qualified Leads through high-volume cold calling and outbound email campaigns targeting decision-makers across the full sales funnel. Based within a team coordinating with US counterparts, this role establishes credibility with prospects and drives meetings that advance revenue opportunities for field sales representatives.

Accountabilities

• Drive pipeline growth and revenue by generating Sales Qualified Leads and scheduling first meetings with the Sales Team.
• Initiate telephonic contact with suspects and prospects to create interest and positioning.
• Execute call campaigns and meet or exceed the assigned daily quota of connects.
• Present key selling points and benefits while remaining focused on the prospect's needs.
• Build credibility with decision-makers who show no initial interest but may need solutions in the future.
• Persuade contacts to meet in person or by phone with sales representatives.
• Launch cold email campaigns and manage the complete outbound sales funnel.
• Update and manage sales activities, opportunities, and account information in CRM.
• Coordinate with US counterparts.

Position Requirements

• Minimum 3 years of cold calling experience in the US Corporate B2B market, mandatory.
• Proven track record of strong product selling point articulation via phone and email.
• Internet savvy with proficiency in Word and Excel; familiarity with a CRM system, preferably Salesforce.com.
• Strong command of English with excellent written, verbal, and listening communication skills.
• Ability to understand client requirements and qualify prospects.
• Positive attitude with demonstrated ability to handle rejection and work independently.

As the Account Support Representative, this role provides responsive support for Key Account Managers and customers, resolving supply chain, ordering, pricing, and website access issues while producing ad hoc reporting and materials for national account shows. The key account operations team relies on this work to drive service level improvements, identify revenue-generating opportunities, and maintain the high-touch customer relationships that sustain major accounts.

Activities

• Provide support for Key Account Managers and customers.
• Respond promptly and resolve issues with assigned accounts related to supply chain, ordering, pricing, website access, and events.
• Provide ad hoc reporting as required by assigned customers and Key Account or Territory Managers.
• Proactively identify and drive service level and revenue-generating improvements for assigned customers.
• Procure documents, complete forms, and assist in creating materials for Emery Jensen and national account shows.

Knowledge, Skills & Abilities

• Bachelor's degree in Business or related field, or 2-3 years of account management support experience.
• High-end or high-touch retail or face-to-face customer experience is a plus.
• Expert in Excel, Access, and PowerPoint; proficient in Word, Outlook, and Live Meeting.
• Working knowledge of SAP.
• Excellent interpersonal and written/verbal communication skills with customers and colleagues.
• Customer-centric, detail-oriented, and organized self-starter able to thrive in a fast-paced environment.
• Proven ability to manage multiple tasks, solve problems, meet deadlines, and follow through with internal and external stakeholders.

Account Support Representative delivers sales quoting support and opportunity tracking within Salesforce.com, partnering with business leaders across ASR, AEA, and AE teams to keep proposals and orders moving through internal processes. Success in the position means mastering all internal systems and procedures so that internal and external requests for quotes and order status are resolved accurately and with full compliance with security and operational policies.

Operational Focus

• Partner with business leaders to deliver services supporting company objectives and values.
• Enter and track opportunities, quotes, and orders in Salesforce.com.
• Assist in preparing proposals by acquiring price quotes from vendors.
• Track orders for assigned ASR, AEA, and AE teams.
• Respond to internal and external requests about quotes and orders.
• Master all internal sales processes, systems, and procedures.
• Perform data entry and abide by all security and operational policies.

Professional Experience

• Bachelor's degree required.
• 1-2 years of sales and/or customer service experience preferred.
• Familiarity with concepts, practices, and procedures of sales quoting support.
• Proficient in MS Word, MS Excel, and MS Outlook.
• Superior verbal and written communication skills.
• Outstanding interpersonal, problem-solving, time management, and organizational skills.
• Detail-oriented, dependable, and able to work independently and collaboratively with minimal supervision.

The Account Support Representative produces Sales Qualified Leads through high-volume warm and cold calling, social media prospecting, and follow-up on marketing and channel campaigns within the IT and data management solutions market. Reporting results in weekly activity reports and collaborating with marketing, channel, and sales teams, this role builds account maps and drives campaigns that convert prospects into revenue opportunities.

Key Responsibilities

• Prospect through high-volume warm and cold calls to capture sales.
• Understand and qualify prospects' needs and manage and track them through the pipeline.
• Utilize social media channels to identify and target the right prospects.
• Communicate the company's value proposition in pitches to potential customers.
• Follow up on marketing, channel, and sales campaigns, including demand gen, webinars, seminars, and trade shows.
• Build account maps and drive campaigns in collaboration with marketing, channel, and sales teams.
• Monitor sales follow-up and progress from prospects to opportunities.
• Prepare weekly activity and status reports.

Required Qualifications

• 1-2 years of experience in IT or Tech Sales.
• Solid understanding of IT technologies and data management solutions.
• Strong aptitude for learning new technologies and troubleshooting software products.
• Fluency in Spanish and Portuguese at the C2 level.
• Fluency in English with good written and verbal communication skills.
• Creative problem-solving ability with strong interpersonal and customer service skills.

Embedded within a start-up sales team, the Account Support Representative develops a pipeline of Sales Qualified Leads through outbound and inbound prospecting using LinkedIn, Crunchbase, and Apollo, while formulating the SDR playbook that will guide future hires. Working closely with Marketing and Content teams, this role qualifies leads and schedules meetings with Account Executives to advance revenue targets.

Core Functions

• Generate Sales Qualified Leads through outbound and inbound prospecting.
• Research, contact, and approach leads using tools such as LinkedIn, Crunchbase, and Apollo.
• Tailor outreach approach based on the potential requirements of each prospect.
• Collaborate with Marketing and Content teams to create engaging outbound messaging campaigns.
• Build relationships and hold conversations with prospects to qualify leads and schedule meetings with Account Executives.
• Manage and grow a pipeline of prospects in the CRM.
• Formulate the playbook for future SDRs.

Qualifications & Experience

• 1+ year of experience as an SDR in a start-up environment.
• Ability to innovate and iterate on a classic SDR model.
• Understanding of activity metrics required to hit targets.
• Excellent written and verbal communication skills.
• Passionate about customer success with a strong drive for autonomy and career progression.

Reporting to the CEO, the Account Support Representative refines a pipeline of new sales leads through outbound acquisition campaigns, product demos, webinars, and attendance at industry events worldwide. Partnering with the Customer Success team to ensure smooth onboarding, this role converts qualified prospects into satisfied customers and delivers product feedback across departments to improve retention and revenue.

Primary Duties

• Prospect, qualify, and maintain a well-developed pipeline of new sales leads.
• Perform outreach campaigns using available acquisition channels.
• Schedule and perform product demos and host webinars for multiple attendees.
• Track sales activity in the company's CRM system and report directly to the CEO.
• Communicate customer and prospect product feedback to the appropriate departments.
• Attend industry events worldwide and develop strong ongoing relationships with leads and customers.
• Work closely with the Customer Success team to ensure smooth onboarding and customer satisfaction.

Skills & Qualifications

• Minimum 2 years of experience selling SaaS products.
• Proven track record of meeting or exceeding sales quotas.
• Familiar with HubSpot, GSuite, Notion, and Loom, or able to quickly learn new software.
• Fluent English with solid oral and written communication skills.
• Results-driven, motivated, and passionate about achievement.

Sitting at the intersection of technical product knowledge and customer relationship management, the Account Support Representative handles inbound orders, stock inquiries, and shipment questions for Commercial Sales teams serving HVAC and plumbing customers. Operating across phone, email, and Microsoft Office 365, this role supports quotations and job take-offs while maintaining professional correspondence that strengthens commercial client relationships and positions the company for growth.

Duties

• Interact with customers via phone and email to enter orders, check stock, and resolve shipment and delivery questions.
• Foster customer relationships by maintaining a pleasant telephone manner and composing professional correspondence.
• Communicate with Commercial Sales and Warehouse teams on updates regarding plan and spec project orders.
• Assist with quotations and job take-offs as needed.
• Utilize Microsoft Office 365 to organize related files.

Experience & Qualifications

• 2- or 4-year college degree required; Bachelor of Science or related technical or engineering field is a plus.
• Experience in a customer support role preferred but not required.
• Technical knowledge of Commercial HVAC and Plumbing systems is a plus.
• Working knowledge of Microsoft Office Suite, especially Excel skills, including VLOOKUP and Pivot Tables.
• Strong organizational, communication, and problem-solving skills with the ability to multi-task and prioritize.
• Reliable, punctual, and willing to learn and grow into a Sales Engineer or Estimating role.

A key member of the Ingram Micro Sales Team, the Key Account Support Representative oversees high-volume order entry and processing, credit releases, vendor bids, and custom reporting that keep the company's largest channel partners supplied and satisfied. Collaborating across sales, logistics, and administration functions, this role ensures freight quoting and stock management are handled with the accuracy and speed that sustain vendor and channel partner market share.

Accountabilities

• Enter and process sales orders and order cancellations.
• Coordinate credit releases and vendor bids.
• Handle special freight tasks and quoting, and check stock on hand.
• Serve as customer liaison and generate custom reports.
• Perform administration tasks.

Technical Qualifications

• Experience in high-volume order management environments.
• Understanding of freight logistics, pricing, and margin.
• Strong attention to detail and organizational skills.
• Excellent telephone manner and email etiquette.
• Customer-first mindset.
• Ability to work under pressure and with limited supervision.

Reporting to Regional Managers and VPs as the main point of contact, the Account Support Representative processes sales orders across multiple order types, manages escalation issues, and delivers presentations and training to new sales representatives within Kurita America's Customer Service Department. Partnering with the Master Data team and cross-functional departments, this role drives process improvements and meets established KPIs to ensure fulfillment accuracy and sustained customer satisfaction.

Operational Focus

• Act as the main point of contact for Sales Representatives, Regional Managers, and VPs for order and customer-related support.
• Process sales orders accurately and in a timely manner across various order types to ensure successful fulfillment and invoicing.
• Manage, prioritize, and track sales orders and issues for timely resolution and customer satisfaction.
• Handle phone, email, and web inquiries and direct calls to appropriate teams, including order entry.
• Resolve time-sensitive and advanced escalation issues, including order closure, follow-up, and judgment calls.
• Obtain new account setups and changes, and partner with the Master Data team to ensure accuracy.
• Deliver presentations and training to new representatives and mentor co-workers in the Customer Service Department.
• Proactively recommend and implement process improvements to enhance the customer experience.
• Collect and evaluate data, manage special projects, and meet all established KPIs.

Knowledge, Skills & Abilities

• High School Diploma with 4+ years of customer service experience, or a 2-year college degree.
• Order entry experience, including returns and return processes.
• At least 1 year of experience developing and presenting ideas to sales, management, and cross-functional teams.
• Experience with Microsoft Navision or other ERP software is a plus.
• Strong computer skills with proficiency in Microsoft Office programs.
• Strong communication, interpersonal, organizational, and problem-solving skills.
• Ability to multi-task, mentor others, and work effectively in a fast-paced environment.

As the Key Account Support Representative, this role advances presales activities through onboarding and ongoing account management for the company's largest and most strategic clients, including order entry, RFI/RFP support, and Quarterly Business Review preparation. The enterprise sales team relies on this work to resolve service problems in a structured manner, sustain high client satisfaction, and ensure smooth transitions from sales engagement through delivery and operations.

Role Responsibilities

• Act as a strong and accessible support point for assigned Strategic Customers during and after the sales engagement.
• Serve as liaison between field Account Executives and internal sales, engineering, and operations teams to resolve service problems in a structured manner.
• Join calls with Account Executives to support selling efforts through information gathering, operational questions, and pricing support.
• Manage assigned inbound suspect and prospect calls and web email requests.
• Oversee order entry, order tracking, client paperwork, RFI/RFP support, and customer Quarterly Business Review preparation.
• Assist in transitioning client engagements from sales to order desk, delivery, and operations.
• Provide support and pricing information for designated third-party distribution partners.
• Maintain client contacts to ensure high levels of satisfaction and uphold the company's core values and safety policies.

Background & Experience

• Bachelor's degree or equivalent experience in a technical or complex field.
• 2-5 years of experience in customer service and account management.
• Experience with technical, complex product lines.
• In-depth knowledge of product and pricing structures.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Exceptional written, verbal, presentation, and training skills.
• Detail-oriented, organized, and able to prioritize workload and interact cooperatively with all employees.

Account Support Representative guides cross-functional communication between clients, physicians, sales, laboratory, and Revenue Cycle departments within the ThyroSeq Laboratory to ensure each account's full potential is recognized. The work directly supports patient care outcomes and revenue cycle efficiency by managing logistic needs, securing Tumor Board presentation slots, and developing SOPs that standardize service delivery across the sales department.

Job Functions

• Monitor inconclusive results and provide corrective feedback to the physician on collection procedures.
• Act as liaison between clients, Physicians, Sales, Laboratory, and Revenue Cycle Departments to provide the best patient care.
• Arrange and secure Tumor Board presentation slots for Executive Leadership and present on occasion.
• Proactively manage logistic needs between clients and the laboratory and work with Sales Representatives to enhance service and identify new opportunities.
• Gather unique case studies for monthly sales calls, ThyroSeq calls, training, and tradeshows, and assist with tradeshow setup.
• Develop strong client relationships, grow account volumes, and assist clients with patient billing processes.
• Develop and maintain SOPs for the Sales Department in collaboration with other ThyroSeq Laboratory departments.
• Support the Revenue Cycle Department by assisting with prior authorizations, peer-to-peer requests, out-of-protocol requests, and patient cost inquiries.

Minimum Qualifications

• University degree in science, marketing, healthcare, or a related discipline.
• Minimum 3-5 years of experience in client service, sales, or marketing.
• Knowledge of laboratory, anatomic pathology, or general medical environments.
• Strong organizational, communication, and listening skills with a driven and passionate mindset.
• Self-starter, strong team player, multitasker with a professional appearance and strong desire to learn.
• Ability to travel up to 85% for field-based sales and maintenance activities.