B2B Account Specialist, Online Business Unit (Vendor Onboarding & Asso in Hoffman Estates, IL at Sears Holdings Corporation

Date Posted: 4/12/2018

Job Snapshot

  • Employee Type:
  • Location:
    3333 Beverly Road
    Hoffman Estates, IL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 924917BR
Employing Entity: Sears Holdings Management Corporation
Employment Category: Regular, Full-time
Job Function: E-commerce
Store ID: 58491: Sears Holdings Management Corp

Job Description: We are seeking a B2B Account Specialist to assist in the handling of our new vendor onboarding, existing vendor assortment expansion & vendor terminations. The B2B Account Specialist acts as the front line of new Online Vendor Account contact and is a contributor on system improvements, project prioritization, and regulator of the existing vendor’s assortment expansion. The Account Specialist identifies chronic issues faced by new vendors and drives systematic fixes in the onboarding & termination space. This role would also handle internal SHC requests where we need new vendors to execute a given action for fulfillment assistance, escalations of order flow issues and special requests.
The Account Specialist would interface with new vendors via email communications, phone and internal ticketing systems while maintaining acceptable levels of response-time SLA’s and response quality. This role would also collaborate with other Account Specialists who are working in the same inbound vendor case management queues, but would focus on new vendors. There are other B2B teams within our operational model that the Account Specialist would also interact with on a regular basis for all things new-vendor related.
There are other internal SHC entities that rely on the B2B Account Specialist for assistance including our Legal Department, Online Taxonomy Team, Member Services Organization (MSO), eCommerce Site Operations Center (ESOC) and Buyers. These internal teams leverage our expertise when they need to have our vendors execute a given task or comply with certain terms.

Job Requirements

Responsibilities Include:
Communication – Demonstrates effective, clear and professional written and oral communication to one vendor or to top leadership and/or hundreds of vendors at a time.
Vendor Account Management – Answers complex questions to and posed by vendors and associates pertaining to program behavior, expectations of vendors, customer management, fulfillment problems, best practices, software training, site displays, payments, deductions, and other ecommerce essentials.
Troubleshooting – Aids team members with difficult contacts as needed. Frequently joins calls to troubleshoot and clarify issues for strategic vendors. Identifies trends and enhancements or solutions to complex problems.
Manages relationships – Build solutions agreeable to multiple teams and departments such as Customer Service, Account Management, Merchants, Legal, Taxonomy or Payments teams as required to resolve issues and questions.