Equipment Services Client Account Representative

EEquipment Services Client Account Representative |

Supports Ingram Secure Payments Solutions and Account Managers in functional activities required for key assigned accounts in support of On-site installation support of Point of Sale equipment.  This position also works closely with other areas within SPS to support existing and new client product launches, large merchant rollout projects and other Point of Sale device related in-field activities. Other responsibilities include vendor management inventory oversight & dispatch investigations, KPI monitoring, and reporting duties as required per contract SOW and ad-hoc requests. The Client Account Representative will oversee key account activities and responsibilities within the assigned account base.  The primary focus is the overall customer experience, being the customer advocate within SPS and providing excellent customer service.

KEY POSITION RESPONSIBILITIES

• Be the lead escalation point and/or coordinate resolution of escalated issues
• Maintain strong relationships with vendor partners and internal stakeholders
• Assess and identify key issues relating to a vendor’s performance against SLAs, SLOs, KPIs or other contractual commitments and escalate to appropriate levels and relevant stakeholders and business management where required
• Ensure issues and monitoring trends in a responsive manner, to reduce risk to merchants attrition.
• Lead the facilitation and/or implementation of remediation plans to address vendor performance issues

Critical personal attributes for this role:

Must possess customer satisfaction passion and skillset to address and resolve client issues as a customer and internal advocate while ensuring goals are met for both SPS and the client.

Essential to this role is the ability to work independently and organize tasks to enable completion within required timelines.

Must be able to provide clear and concise directions to cross-functional departments on projects, documentation, customer correspondence, deadlines, and all other action items required to support customer account.

Must possess the ability to adapt to evolving business practices and work cooperatively with Account Managers to help meet company departmental objectives.

Demonstrated ability to identify problems and work collaborate with Account Manager and client to develop solutions

Responsible for developing the formal Business Reviews for assigned accounts. Develops and manages business operations reports, SLA tracking and any other pertinent documents to support key assigned accounts. Understands and utilizes all software, e-mail task management and desktop applications used by the department. Engages on new business opportunities where appropriate. 

The ability to compile and analyze data into meaningful reports and presentations.

Understands and utilizes all software, e-mail task management, and desktop applications used by the department

Must be detail-oriented and possess excellent organizational & time management skills.

Must possess the ability to adapt to evolving business practices and display leadership in meeting company departmental and regional objectives. Investigates sales opportunities as well as resolves issues and provides solutions on a continuing basis. 

JOB QUALIFICATIONS:

Education:

• Post-Secondary Education (or equivalent work experience) required. One to three years prior experience at Ingram Secure Payments Solution or Operations departments and/or 2 – 3 years external account support or customer service/industry experience.
• Must possess intermediate skills in PC programs such as Microsoft Word, Excel, PowerPoint, Visio, and Outlook.
• Must possess the ability to effectively communicate in a written and verbal format as well as manage details and represent Ingram Micro in a professional manner.
• Strong interpersonal skills including the ability to work well with others and build a team-oriented environment