National Accounts Care Analyst

Position Summary

The National Accounts Care Analyst manages assigned National Account customers while serving as a primary escalation resource for complex account issues. This role requires advanced problem-solving, analytical thinking, account management expertise, and the ability to identify opportunities that improve account performance and operational efficiency.

Responsibilities

• National Account Management: Manage the daily service of assigned National Accounts. Exercise independent judgment when resolving complex accounts, billing, fulfillment, and compliance issues. Maintain accurate account documentation and records. Monitor account health indicators, customer satisfaction trends, and service metrics.
• Account Analysis & Problem Resolution: Analyze deductions, chargebacks, service concerns, and recurring account trends. Conduct account research and support performance reporting. Identify risks impacting account performance and recommend mitigation strategies. Review recurring errors, deductions, compliance issues, and service failures.
• Systems & Process Support: Assist with EDI onboarding, testing, and troubleshooting. Recommend operational and process improvements. Support quality assurance initiatives through audits and process reviews.
• Team Support & Leadership: Serve as a resource for Customer Advocates on complex account issues. Mentor newer team members and support peer training activities. Support departmental initiatives and perform other job-related responsibilities as assigned.
• Safety Compliance: Adhere to all company safety policies, procedures, and guidelines. Ensure compliance with data security and confidential information. Expected to participate in meetings related to safety topics and attend safety training sessions related to this role, department, and the company. Report any safety concerns, incidents, or hazards immediately.
• Training Compliance: Complete all required role-specific and company-wide training by assigned deadlines. Promptly notify your supervisor of any issues that may delay completion.

Cultural Alignment

• Service (Delivering Solutions and Care; Creating Impact): Serves as a trusted resource for complex customer and account issues. Resolves escalations with urgency and professionalism. Anticipates account risks and proactively recommends solutions. Balances customer satisfaction with operational requirements.
• Teamwork (Communicate, Respect, Succeed Together): Collaborates across departments to resolve complex issues. Shares expertise and best practices with peers. Mentors and supports newer team members. Builds productive relationships with internal and external partners.
• Integrity & Accountability (Do What's Right, Own the Outcome): Takes ownership of issues through resolution. Applies sound judgment in decision-making. Maintains high standards of accuracy and compliance. Uses data and facts to support recommendations.
• Innovation & Challenge (Always Improving, Always Advancing, Always up for the Challenge): Identifies recurring issues and root causes. Recommends process improvements that improve service and efficiency. Uses analysis to drive operational improvements. Embraces evolving systems and customer requirements.
• Joy (Pride in the Process, Fulfillment in the Results, Choosing Right Over Easy): Creates positive experiences for customers and teammates. Promotes a collaborative and supportive environment. Recognizes the contributions of others.

Qualifications

• Bachelor's Degree in Business, Communications, Supply Chain, Marketing, Finance, or related field; preferred.
• Five (5) or more years of experience supporting National Accounts, customer service, account management, customer operations, or a related business function.

Preferred Licenses or Certifications

• EDI Certification
• CRM and/or ERP Certifications
• Lean, Six Sigma, or Continuous Improvement Certification

Skills

• Systems Proficiency: Experience using ERP systems and supporting Electronic Data Interchange (EDI) transactions and retailer compliance programs.
• Analytical Thinking & Process Improvement: Ability to perform root cause analysis on account performance, identify trends, and implement continuous improvement principles (e.g., Lean, Six Sigma) to enhance operational efficiency and the customer experience.
• Escalation Management: Proven ability to resolve complex customer escalations while maintaining a high level of customer satisfaction and ensuring compliance with service expectations.
• Quality Assurance: Ability to conduct quality reviews and audits to ensure accuracy, compliance, and continuous improvement.
• Technical Fluency: Proficient usage of reporting and data analytics tools, as well as the Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Core Competencies: Strong organizational skills, high attention to detail, ability to prioritize effectively, critical thinking, and excellent verbal and written communication skills.

Physical Demands

• Ability to sit for extended periods of time, typically 8-10 hours a day, with occasional bending.
• Pulling and reaching with hands and arms.
• Ability to perform routine hand, fingers, and arm movements, including keyboarding and mousing.
• Ability to see, hear, speak, and communicate effectively in order to perform job responsibilities, including exchanging information in person, by phone, and through electronic communication.
• Ability to lift and carry up to 30 pounds.

Work Environment

This is a fully remote, work-from-home position that requires a dedicated, professional workspace, with specific expectations outlined in the Remote Work Policy. Frequent use of standard office equipment, including technology, is required.