Job Description

The Global Account Administration position is responsible for review of new customer account applications; customer account set-up and customer master maintenance in both SAP and Salesforce; management and distribution of customer purchase orders and questions submitted through multiple channels; customer portal data entry, and other external and internal customer account management functions.This position also handles first-level review of field sales team expense reports in accordance with the corporate travel policy, assists with compliance of customer MAP policy, and works with credit references. Credit card fraud using fraud software, assist with BUNN Gourmet orders and inquiries, assist with Brand Registry for Amazon and Walmart.

DUTIES AND RESPONSIBILITIES

• Reviews new customer account applications for appropriate action;
• Sets up new customers in SAP customer master;
• Maintains accurate and complete details of existing customers in both SAP and Salesforce;
• Requests potential new account credit references and responds to customer credit reference requests;
• Enters invoice data into customer portals;
• Verifies, approves, and assists with customer set-up on the BUNN website;
• B2B and B2C Broadleaf (website) management;
• Credit card fraud review for web orders;
• Credit card disputes with credit card companies;
• Maintains buying group listings and customer data within;
• Manages customer compliance of MAP policy;
• Manages Brand Registry for Amazon and Walmart;
• Assists with BUNN Gourmet orders and inquiries;
• Sets up and maintains all customer output notifications;
• Accurately and efficiently distributes customer purchase orders and questions from multiple sources;
• Reviews field sales team expense reports for completion and accuracy in accordance with BUNN’s travel policy and IRS regulations;
• Maintains Internal Transaction Number (ITN) tracking for international trade compliance purposes;
• Communicates in a professional, patient, and courteous manner to resolve issues;
• Resolves current or emerging issues that customers might face with accuracy and efficiency and providing appropriate solutions and alternatives;
• Monitors areas of concern on an on-going basis and follows up with team responsible;
• Responsible for documenting all customer and team communication in Salesforce;
• Uses discretion in maintaining confidential information;
• Effectively communicates, both verbally and in writing, with team members at all levels within the organization;
• Handles multiple assignments and project load;
• Participates in the company quality improvement and lean processes;
• Performs special projects, assignments, or other duties as requested.

QUALIFICATIONS

Associates degree with a focus in Business or related field or equivalent, relevant experience required. Experience with SAP software and Salesforce is a plus. Minimum three to five years’ experience in customer service is preferred.Ability to manage phone calls and emails surrounding customer master and other data accurately and efficiently. Ability to work on-site at our Global Headquarters in Springfield, IL

Other requirements include strong written and phone contact handling skills; active listening; the ability to research and analyze as a manner of problem solving; ability to handle simultaneous requests; ability to effectively work cross-functionally, independently, and with strong collaboration skills; detail oriented with the ability to rapidly learn and communicate new process recommendations and technologies; ability to identify issues/opportunities and recommend solutions; confident; committed; accountable; ability to make decisions; professional written and verbal communications skills; proficiency in Microsoft Office software; well-organized; ability to remain calm, set priorities, manage time effectively; complete work on time and within budget; well-developed interpersonal skills.

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