Job Description

Be part of a growing, successful company in an exciting and challenging field. Border States is 100% employee-owned, which means you’re empowered to make decisions, find solutions and receive rewards for your hard work.

 
This position will be located in: Fargo, ND or any of our Border States locations. 

Job Summary

Supports the day-to-day operations focused on four and five-star customers and the branches that support these customers. Coordinates resources to ensure customer satisfaction, project efficiency, and contract performance. Assists with customer growth and retention. Develops innovative solutions and methods to solve problems and assist with issue resolution for customers within the region. Coordinates communications, action plans, projects and tasks. Coordinates customer specific inventory, pricing, data loads and reporting needs with the appropriate branch support department for key customers within the region.

Responsibilities

Essential Functions

• Responsible for providing cross functional support to other members of the Customer Success and branch support departments with specific focus on reporting, quality assurance, customer focused technology tools, and customer specific projects.
• Serves as branch contact for four and five-star customers within the region and is the liaison to appropriate Customer Success, branch support or branch personnel. 
• Develops innovative solutions and methods to solve problems and assist with issue resolution for customers within the region.
• Coordinates communications, action plans, projects and tasks with Border States branches and Branch Support Center. 
• Coordinates and prepares data and reporting for customer core team meetings or business reviews. 
• Develops documentation of reports, quality assurance tool and data sets to ensure clarity and the integrity of the reports/data.
• Represents the customer’s interests for the Customer Success team during periodic internal pricing and inventory meetings.
• Coordinates customer specific inventory, pricing, data loads and reporting needs with the appropriate corporate department for key customers within the region.
• Facilitates and assists branch, business development and branch support personnel with new agreement proposals and implementations. 
• Facilitates training on best practices and continuous improvement tools for four and five-star customers including: Total Customer Cost Management (TCCM) tools and techniques, delivery date management, customer inventory control, customer technology options and other innovative supply chain methods.
• Ensures there is effective communication and follow through for all customers.
• Facilitates quality assurance by monitoring and analyzing reporting tools and improving Border States' performance with four and five-star customers. 

Non-essential Functions

• Provides project assistance and support on a wide variety of customer focused projects including backup support for customer technology and integration needs. 
• Assists in the preparation, participates in, and assists with customer corporate audits. 
• Serves as backup for other Customer Success team members.
• Performs other duties as assigned by supervisor.

Qualifications

• Four-year business, communications, distribution or related degree or the equivalent in work experience. 
• Prefer a minimum of two years of prior customer service or sales experience with knowledge of business processes and procedures with a high degree of accuracy and attention to details. 
• Prefer the ability to read, write and speak in English.
• Prefer advanced working knowledge of PC for Windows, Microsoft Office (Excel, Word, Access, and PowerPoint). 

Skills and Abilities

• Excellent interpersonal, written and verbal communication, reading, and customer service skills are preferred with the ability to effectively plan, prioritize and organize. 
• Excellent customer service skills include being competent, accurate, responsive and engaged. 
• Ability to work independently as well as perform in an environment of collaboration, teamwork, innovation, change management and problem solving.
• Ability to interact with customer and Border States personnel with a wide range of job responsibilities. 
• Requires attention to detail and accuracy
• Ability to influence and guide teams towards results. 

Physical Requirements

Frequency at which you would carry/lift in a typical day:
Occasionally 0 – 33% Frequently 34 – 66% Continuously: 67 – 100%

• Lift from Waist:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Lift from Floor:
  • < than 10 lbs. - Frequently
  • 10 to 25 lbs. - Frequently
  • 26 to 50 lbs. - Occasionally
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Carried for Distance:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all

Physical Activity

Frequency at which you would do the following in a typical day:

• Sitting (a continuous period of being seated) - Continuously
• Standing (for sustained periods of time) - Frequently
• Walking (moving about on foot to accomplish tasks) - Frequently
• Bending/stooping (downward and forward) - Occasionally
• Crawling (moving about on hands and knees or hands and feet) - Not at all
• Climbing/Walking Stairs (ascending or descending) - Frequently
• Reaching (extending arms in any direction) - Frequently
• Crouching/squatting (bending the body downward and forward by bending leg and spine) - Occasionally
• Kneeling (bending legs at knee to come to rest on knee(s)) - Occasionally
• Balancing (maintaining body equilibrium to prevent falling) - Occasionally
• Repetitive motion (substantial movement (motions) or the wrists, hands, and/or fingers) - Continuously
• Pivoting (movement in any direction with one foot, keeping the other in contact with the floor) - Occasionally
• Pushing/Pulling (using upper extremities to press against or draw or tug) - Occasionally
• Grasping (Applying pressure to an object with the fingers and palm) - Frequently
• Fingering (picking, pinching, typing; working with primarily fingers and not whole hand) - Continuously
• Talking (expressing or exchanging ideas by means of the spoken word) - Frequently
• Driving (the control and operation of a motor vehicle) - Frequently
• Desk work (work usually performed at a desk) - Continuously
• Use of a computer - Continuously
• Use of a telephone - Frequently
• Hearing (Perceiving the nature of sounds at normal speaking levels) - Continuously
• Exposure (to adverse weather & temperature conditions) - Occasionally
• Travel (travel needed to perform job duties) - Frequently

Additional Information

This job description is a summary of the job duties and responsibilities and is not intended to cover all possible job duties and is subject to change at the employer’s discretion. Employees must be able to perform the essential job duties and satisfy job requirements either with or without a reasonable accommodation. Salary range $59,000-$85,000 based on experience.

Our History

Border States is a leader in the electrical supply distribution industry with over 120 locations in 31 states. Our employee-owners are second to none in delivering top-notch customer service and in demonstrating extra-ordinary people skills. We are one of the largest independent electrical distributors in the United States providing products and services to the construction, industrial and utility industries. Border States has a competitive benefit package and is a 100 percent employee-owned company. Employee-ownership is a significant part of our culture and our success stems from the dedication of our employee-owners. We practice open-book management and our employee-owners are empowered with clearly defined levels of authority to be innovative and decisive, allowing us to respond quickly to the needs of customers. Employee-owners understand their roles in the success of the company and care about customers’ needs, which drives our focus on adding value to everything we do. We recognize that not all customers are the same and each has specific requirements. Our employee-owners understand these diverse needs and have the commitment, resourcefulness and flexibility to outperform all others.

Values
As a Border States employee-owner, you’re responsible for living our mission, service philosophy and service standards.

Our Purpose
We believe unstoppable businesses shouldn't go it alone. We are owners - of relationships, of outcomes, of every moment these unstoppable businesses need to deliver.

Service Philosophy
We earn customer loyalty and confidence by caring about their needs and adding value to everything we do.

Service Standards
Border States employee-owners are competent, accurate, responsive, and engaged .

Your career
Join an experienced team at one of the largest electrical distributors in the United States. What are you waiting for?

Border States has a competitive benefits package which includes but is not limited to:

Health, Dental and Vision Benefits
Accident, Critical Illness, Hospital Indemnity
FSA & HSA
Employee Stock Ownership Plan (ESOP)
Disability Benefits
401(k) Retirement Plan
Life Insurance
Employee Assistance Program
Paid Holidays
Paid Volunteer Time
Personal Leave time and more!
Border States provides bonuses to their employee-owners upon the achievement of branch and company goals.

Equal Opportunity For All

It’s not just the law. It’s something we’ve believed in since our founding. We value the diversity of all of our employee-owners and will always be an equal opportunity employer.

Drug Free/Smoke Free workplace

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