National Account Representative

Schedule and Coordinate

• Schedule and coordinate Amazon haul-away appointments in accordance with customer availability and service requirements.
• Communicate with customers via phone, email, and platform messaging to confirm, reschedule, or update appointments.
• Work directly with franchise owners and field teams to ensure appointments are completed successfully and on time.
• Maintain accurate and detailed notes within internal systems and Amazon platforms.
• Escalate service issues, customer concerns, or scheduling conflicts to leadership when necessary.
• Maintain open orders and proactively follow up to prevent delays or missed appointments.
• Monitor open orders and proactively follow up to prevent delays or missed appointments.
• Support additional National Account scheduling needs as assigned.

Customer Service

• Ensure all communications and scheduling activities comply with Amazon SOPs and company policies.
• Review multiple systems daily to verify appointment statuses and update records accordingly.
• Avoid service issues, customer concerns, or scheduling conflicts by maintaining high scheduling accuracy and data integrity.
• Deliver an exceptional customer experience by maintaining fast response times, providing clear communication, and earning positive feedback from customers, franchise owners, and account partners.

Documentation and Compliance

• Maintain outstanding data accuracy and documentation standards by ensuring all appointment details, notes, and status updates are entered correctly across internal systems and Amazon platforms.
• Build strong cross-functional partnerships with franchise owners, field teams, and internal stakeholders to drive operational efficiency, minimize service disruptions, and support the continued growth of the Amazon National Accounts program.

Qualifications

• Experience maintaining high scheduling accuracy and data integrity.
• Experience supporting national accounts or large customer programs.
• Experience working with service scheduling platforms and CRM systems.
• Strong problem-solving and conflict-resolution skills.
• Associate's degree preferred.