National Accounts Care Analyst
$58,240–$66,560 year
RemoteUnited States
Job Summary
Manage daily service for assigned National Accounts by exercising independent judgment on complex billing, fulfillment, and compliance issues. Analyze deductions, chargebacks, and recurring trends to identify risks and recommend mitigation strategies. Monitor account health indicators, service metrics, and customer satisfaction while maintaining accurate documentation. Assist with EDI onboarding, testing, and troubleshooting, and support quality assurance initiatives through audits. Serve as a primary escalation resource for Customer Advocates and mentor newer team members. Complete all required role-specific and company-wide training by assigned deadlines.
Required Qualifications
- Bachelor's Degree in Business, Communications, Supply Chain, Marketing, Finance, or related field
- Five (5) or more years of experience supporting National Accounts, customer service, account management, customer operations, or a related business function
- EDI Certification
- CRM and/or ERP Certifications
- Lean, Six Sigma, or Continuous Improvement Certification
- Experience using ERP systems and supporting Electronic Data Interchange (EDI) transactions and retailer compliance programs
- Ability to perform root cause analysis on account performance, identify trends, and implement continuous improvement principles (e.g., Lean, Six Sigma) to enhance operational efficiency and the customer experience
- Proven ability to resolve complex customer escalations while maintaining a high level of customer satisfaction and ensuring compliance with service expectations
- Ability to conduct quality reviews and audits to ensure accuracy, compliance, and continuous improvement
- Proficient usage of reporting and data analytics tools, as well as the Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Strong organizational skills, high attention to detail, ability to prioritize effectively, critical thinking, and excellent verbal and written communication skills
- Ability to sit for extended periods of time, typically 8-10 hours a day, with occasional bending
- Ability to perform routine hand, fingers, and arm movements, including keyboarding and mousing
- Ability to see, hear, speak, and communicate effectively in order to perform job responsibilities, Including exchanging information in person, by phone, and through electronic communication
- Ability to lift and carry up to 30 pounds
- Must be able to fulfill the following physical requirements: Ability to sit for extended periods of time, typically 8-10 hours a day, with occasional bending Pulling and reaching with hands and arms
- Ability to perform routine hand, fingers, and arm movements, including keyboarding and mousing
- Ability to see, hear, speak, and communicate effectively in order to perform job responsibilities, Including exchanging information in person, by phone, and through electronic communication
- Ability to lift and carry up to 30 pounds
Desired Qualifications
- Bachelor's Degree in Business, Communications, Supply Chain, Marketing, Finance, or related field; preferred
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