Vendor Relationship Representative III
 

SMS Assist serves more than 186,000 commercial and residential properties nationwide. We connect property owners in industries like residential, retail and restaurant with a dense Affiliate (vendor) network that specializes in more than 45 trades like landscaping, plumbing and HVAC. Our Customer Service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders daily.
 

Every day we strive to provide the best service to our customers through relentless innovation, ambition, passion for people, accountability and unquestionable integrity. We offer a game room, fitness center, bike garage, SMS Serves philanthropy program, company events, a fun location along Chicago’s Magnificent Mile, and more. SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago and has been named to the Forbes Cloud 100 list for all four years of its existence! The list ranks the top 100 private cloud companies across four factors: market leadership, estimated valuation, operating metrics, and culture.

Summary
The Vendor Relationship Representative III 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 proficiency in: Microsoft Word, Excel, PowerPoint, and Outlook
• System Experience: (i.e. ADP, Great Planes)
 

People Management Skills
• This is an individual contributor role

Minimum Qualifications
• Associate’s Degree or equivalent work experience (3+)
• Previous experience as a Vendor Relationship Representative II