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About the Role

The Enterprise Accounts Support Representative is responsible for ensuring that enterprise customers in the Corporate, Education, and Government sectors receive B&H’s exemplary level of care and satisfaction. Associates develop, maintain, and grow customer relationships by ensuring every interaction is successful and positive. Responsibilities include creating and managing quotes, orders, returns, and inquiries, with a focus on owning issues and ensuring timely resolution.

Responsibilities

Receives, prioritizes, and responds to in-bound customer inquiries within expected time frames and takes an ownership view of outstanding requests.
Thoroughly reviews customer inquiries and ensures that the responses are comprehensive and provide effective solutions.
Ensures that all work is done with a high degree of attention to detail and thoroughness including completely reviewing customer documentation for proper billing information, shipping methods, payment methods, email address, phone numbers, etc.
Processes customer Quote/bid requests and Purchase Orders into the ordering system along with any changes or cancellation requests.
Responds to customer inquiries such as stock check, order status check, price check, claims, returns etc. within defined time frames.
Proactively follows up with customers regarding outstanding orders both pre and post-sale as assigned.
Communicates with our customers in a professional and courteous manner.
Actively builds relationships with customers and demonstrates by actions that the customer can count on us.
Resolves issues requiring collaboration with other departments by clearly communicating with other departments and managing outcomes.
Uses good judgment to escalate customer issues or communications as appropriate.
Makes issue resolution decisions independently within prescribed guidelines.
Understands Customer Service processes.
Has a basic understanding of order fulfillment and physical distribution network principles (i.e., truck shipment vs parcel shipments, overnight vs ground, international shipping methods and customs/duties, etc.)
Provides support for process improvement, cost reduction, & service improvement initiatives
Assists team members as needed
Assists other teams as needed
Participates in and contributes to departmental initiatives and community activities.
Other responsibilities as assigned by manager.

Requirements

Highly responsible. Able to take ownership of an issue and see it through resolution.
Ability to prioritize different tasks/responsibilities with a fast-paced/ high volume workload
Works well in a team and collaborative environment
Exceptional communication skills — both oral and written
Is courteous and professional in all interactions
Detail-oriented and critical thinker
Basic understanding of B&H products and how to perform research in assisting customer choices to support order entry/management.
Knowledge of Microsoft Office and general office productivity tools.
Open and able to learn new technologies and systems and can adapt to change

Skills

Customer Service
Microsoft Office
Communication
Problem Solving
Time Management
Relationship Building
Order Processing
Quote Management
Return Processing
Inquiry Management

Location

Work Type

Full-time

Experience Level

1 year in a customer facing role or 2 years in an office setting preferred.

Education Level

College education preferred.

Benefits

Competitive salaries
Medical benefits
401K plan
Employee discounts

About the Company

At over 50 years old and counting, B&H has built a reputation as the trusted resource for photography and videography enthusiasts via its NYC SuperStore and its award-winning website.
Long known as "The Professional’s Source", B&H is recognized by savvy consumers worldwide for its honest, knowledgeable guidance, expert tips and articles… and always-great prices.

Equal Opportunity

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex or gender, marital status, veteran status, sexual orientation, arrest record, or any other characteristic protected by applicable federal, state or local laws.
We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please let us know.