Overview:

The Strategic Account Representative is the primary customer-facing position responsible for providing outstanding service across a defined regional territory and account portfolio. It is the responsibility of the Strategic Account Representative to maintain and continuously improve a set of specific activities designed to enhance the level of customer satisfaction by ensuring that a product or service meets their expectations. This position will be responsible for supporting established revenue targets, developing and maintaining excellent relationships with all internal and external customers and increasing NW brand visibility across their assigned market. This position will report directly to the Director of Strategic Accounts.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Service-related responsibilities include but are not limited to:

1. Helping the customer make the right decision in product selection.
2. Adopting a proactive consultative sales approach by understanding the intended use and offering solutions beyond what the customer initially conceived.
3. Demonstrating broad knowledge in terms of equipment capability and compatibility with peripherals to the customer.
4. Making appropriate decisions to balance the needs of the customer with the financial expectations of our company.
5. Researching and documenting information on new customers, including: Credit Card authorization, Credit References, Tax information, Insurance Certificate
6. Running Credit Card Authorization for customer purchases.
7. Communicate tracking status of outbound orders to confirm delivery.
8. Solving delivery issues, including:
   1. Outsourcing items to third party vendors when Nationwide gear is otherwise unavailable
   2. Diverting Nationwide equipment from one job to another to expedite faster-than-normal turn-around requirements of a customer, when necessary.
   3. Occasional operation of company vehicles for delivery and/or pickup according to applicable State and Federal transportation laws. Requirements for operation of company vehicles include:
      1. Pass a DOT Medical Examination
      2. Complete Entry-Level Driver Training Test (ELDT)
9. Documenting and billing of any “off invoice” charges due to damaged or missing equipment, and equipment usage overages.
10. Tracking and expediting post rental equipment returns.
11. Verification of Order Fulfillment paperwork to ensure order completeness.

Account-based & Regional support responsibilities:

• Represent and deliver all aspects of the company’s Strategic Account value to customers within the defined territory and portfolio.
• Maintain regular contact with clients driving additional revenue opportunities and market share.
• Routinely interact and engage existing customers in both formal and informal meetings to foster positive relationships and inform them of company offerings, programs, and opportunities.
• Present customer challenges and proposed solutions to leadership.
• Consistently maintain accurate reporting and updating of customer information in the company CRM including but not limited to logging meetings, calls, tasks, and emails.
• Monitor, assist with any objections, challenges or issues across any area or department that has an impact on the customer relationship.
• Participate in activities as assigned to support the management functions of the team.

Technical Competencies:

• Basic Data Entry Skills
• Basic Transcription Skills
• Basic Math Skills
• Basic Computer & Internet Skills
• Basic Organizing Skills
• Broad Telephone Handling and Etiquette
• Broad Email Response Handling and Etiquette
• Broad Time Management Skills
• Basic Web Research & Information Management Skills
• Basic Microsoft Office Skills (Excel, PowerPoint, Outlook, Word)

Interpersonal & Professional Competencies:

• High energy level, inspiring ambition, and self-directed persona, demonstrating a propensity to take initiative to proactively support identified business objectives.
• Strong interpersonal skills, highly organized, and an excellent communicator to effectively work with and through others at all levels.
• Superior listening, communication (verbal and written), able to effectively communicate in a positively assertive manner.
• Organized and results-oriented with a sound business approach, demonstrating discipline and a passion for excellence, and an ability to prioritize and deliver on key business initiatives that are both strategic and tactical in focus.
• Highly visible and approachable style creating an environment of being extremely fair, consistent, and honest, with a willingness and ability to be hands-on to facilitate achieving objectives in a fast-paced environment.
• High level of integrity as a representative of the Company, with a strong work ethic, willing to make a long-term commitment to the organization to see the results of their programs and policies implemented.

Supervisory Responsibilities:

This position does not have any supervisory responsibilities.

Work Environment:

This position operates in a professional office environment. This role routinely used standard office equipment such as computers, phone, photocopiers, filing cabinets, and fax machines. Other locations may include warehouse environments and are regularly exposed to heavy machinery and noise.

Physical Demands:

Walk, sit, stand, bend, lift, and move continually during work hours. Is subject to lifting over 50 pounds.

Position Type/Expected Hours of Work:

This is a full-time position with a 40-hour work week. Days and hours of office operation are Monday through Friday 8:00am to 6:00pm. Occasional evening and weekend work are required as job duties demand as well as a 24/7 rotational on-call schedule.

Travel:

Regional (local) travel within the identified territory is expected up to 25% of the time.

Required Education and Experience:

• Minimum of one year experience in A/V rental industry or related field.
• Minimum of one year experience in site management.
• High School Diploma or equivalent

Preferred Education and Experience:

• 2-5 years of experience in A/V rental industry or related field.
• 2-5 years of experience in site management.
• Associates Degree or industry related Certification

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.

Overview:

The Strategic Account Representative is the primary customer-facing position responsible for providing outstanding service across a defined regional territory and account portfolio. It is the responsibility of the Strategic Account Representative to maintain and continuously improve a set of specific activities designed to enhance the level of customer satisfaction by ensuring that a product or service meets their expectations. This position will be responsible for supporting established revenue targets, developing and maintaining excellent relationships with all internal and external customers and increasing NW brand visibility across their assigned market. This position will report directly to the Director of Strategic Accounts.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Service-related responsibilities include but are not limited to:

1. Helping the customer make the right decision in product selection.
2. Adopting a proactive consultative sales approach by understanding the intended use and offering solutions beyond what the customer initially conceived.
3. Demonstrating broad knowledge in terms of equipment capability and compatibility with peripherals to the customer.
4. Making appropriate decisions to balance the needs of the customer with the financial expectations of our company.
5. Researching and documenting information on new customers, including: Credit Card authorization, Credit References, Tax information, Insurance Certificate
6. Running Credit Card Authorization for customer purchases.
7. Communicate tracking status of outbound orders to confirm delivery.
8. Solving delivery issues, including:
   1. Outsourcing items to third party vendors when Nationwide gear is otherwise unavailable
   2. Diverting Nationwide equipment from one job to another to expedite faster-than-normal turn-around requirements of a customer, when necessary.
   3. Occasional operation of company vehicles for delivery and/or pickup according to applicable State and Federal transportation laws. Requirements for operation of company vehicles include:
      1. Pass a DOT Medical Examination
      2. Complete Entry-Level Driver Training Test (ELDT)
9. Documenting and billing of any “off invoice” charges due to damaged or missing equipment, and equipment usage overages.
10. Tracking and expediting post rental equipment returns.
11. Verification of Order Fulfillment paperwork to ensure order completeness.

Account-based & Regional support responsibilities:

• Represent and deliver all aspects of the company’s Strategic Account value to customers within the defined territory and portfolio.
• Maintain regular contact with clients driving additional revenue opportunities and market share.
• Routinely interact and engage existing customers in both formal and informal meetings to foster positive relationships and inform them of company offerings, programs, and opportunities.
• Present customer challenges and proposed solutions to leadership.
• Consistently maintain accurate reporting and updating of customer information in the company CRM including but not limited to logging meetings, calls, tasks, and emails.
• Monitor, assist with any objections, challenges or issues across any area or department that has an impact on the customer relationship.
• Participate in activities as assigned to support the management functions of the team.

Technical Competencies:

• Basic Data Entry Skills
• Basic Transcription Skills
• Basic Math Skills
• Basic Computer & Internet Skills
• Basic Organizing Skills
• Broad Telephone Handling and Etiquette
• Broad Email Response Handling and Etiquette
• Broad Time Management Skills
• Basic Web Research & Information Management Skills
• Basic Microsoft Office Skills (Excel, PowerPoint, Outlook, Word)

Interpersonal & Professional Competencies:

• High energy level, inspiring ambition, and self-directed persona, demonstrating a propensity to take initiative to proactively support identified business objectives.
• Strong interpersonal skills, highly organized, and an excellent communicator to effectively work with and through others at all levels.
• Superior listening, communication (verbal and written), able to effectively communicate in a positively assertive manner.
• Organized and results-oriented with a sound business approach, demonstrating discipline and a passion for excellence, and an ability to prioritize and deliver on key business initiatives that are both strategic and tactical in focus.
• Highly visible and approachable style creating an environment of being extremely fair, consistent, and honest, with a willingness and ability to be hands-on to facilitate achieving objectives in a fast-paced environment.
• High level of integrity as a representative of the Company, with a strong work ethic, willing to make a long-term commitment to the organization to see the results of their programs and policies implemented.

Supervisory Responsibilities:

This position does not have any supervisory responsibilities.

Work Environment:

This position operates in a professional office environment. This role routinely used standard office equipment such as computers, phone, photocopiers, filing cabinets, and fax machines. Other locations may include warehouse environments and are regularly exposed to heavy machinery and noise.

Physical Demands:

Walk, sit, stand, bend, lift, and move continually during work hours. Is subject to lifting over 50 pounds.

Position Type/Expected Hours of Work:

This is a full-time position with a 40-hour work week. Days and hours of office operation are Monday through Friday 8:00am to 6:00pm. Occasional evening and weekend work are required as job duties demand as well as a 24/7 rotational on-call schedule.

Travel:

Regional (local) travel within the identified territory is expected up to 25% of the time.

Required Education and Experience:

• Minimum of one year experience in A/V rental industry or related field.
• Minimum of one year experience in site management.
• High School Diploma or equivalent

Preferred Education and Experience:

• 2-5 years of experience in A/V rental industry or related field.
• 2-5 years of experience in site management.
• Associates Degree or industry related Certification

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.