Summary
The Vendor Relationship Representative IV supports the department by facilitating, developing and contributing to effective relationships with suppliers and vendors. Handles more complex vendor or customer queries and can operate with minimal supervision and can mentor junior team colleagues.

Responsibilities
• Develop and maintain positive customer relations required to ensure superior customer satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments to follow up with customer/vendor inquires
• Identify, research, and resolve customer issues using the company’s web-based systems and databases
• Source new vendors to perform required services, as needed
• Resolve or escalate all disputes or un-satisfied service confirmations
• Remain on the queue and address all requests
• Maintain open communication with Vendors in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
• Enter information into our database and ensure consistency and accuracy
• Manage the scheduling and completion of all services assigned by customers
• Be able to educate clients on the benefits of the SMS Assist service offering
• Resolve most/all client and Affiliate issues without escalation
• Provide creative solutions to meet client needs and maximize value
• Train and/or coach Operation Specialist on company policies and practices
• Contribute to special projects and continuous improvement initiatives, as requested by Operation’s management or the client
• Provide management with recommendations to changes in procedures, as needed
• May be called on periodically to serve as shift supervisor
• Foster a positive team environment
• Ensure confidentiality of internal and external data'

• Perform ad-hoc projects and other duties as assigned

Professional Skills
• Customer Service – Advanced
• Verbal Communication – Proficient
• Written Communication – Proficient
• Teamwork – Advanced
• Relationships – Proficient
• Organizational Awareness – Proficient
• Learning Agility – Proficient
• Problem Solving – Proficient
• Process Orientation – Advanced
• Prioritization – Proficient

Role Specific Skills
• Computer Skills: Advanced proficiencies in: Microsoft Word, Excel, PowerPoint, and Outlook
• System Experience: (i.e. ADP, Great Planes)

People Management Skills
• This is an individual contributor role

Qualifications
Minimum Qualifications
• Associate’s Degree or equivalent work experience (3+)
• Previous experience as a Vendor Relationship Representative III
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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 job. Duties, responsibilities and activities, and
schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply
regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national
origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other
reasons prohibited by law.