Account Support Representative

Account Representative

The Account Representative assures high quality customer service by resolving product/service problems, providing product information and processing product orders for wholesale accounts. This includes assisting customers, sales reps and management with inquiries and maintaining effective communication to provide on-going support to internal and external customers. This position provides account support and requires analytical skills, attention to detail and the ability to follow up.

Core Position Responsibilities:

• Process product orders and provide prompt and efficient response and resolution to all customers' requests.
• Assist customers, sales reps and management with inquiries or issues concerning orders.
• Analyze, review and process customer's request for return authorization and credits.
• Maintain effective communication with customers to provide on-going information flow as it relates to sales, promotions and problems to ensure accurate billings and shipments.
• Provide technical and/or product information as required to respond to customer inquiries.
• Create spreadsheet reports from data base queries to analyze seasonal or time based sales and order information.
• Develop and maintain professional relationships with the buying staff and sales team to maximize service levels to customers. Monitor and communicate needs for final order confirmations.
• Collaborate with the vendor compliance team on new account requirements, vendor requirement changes and other brand initiatives.
• Provide documents and change process recommendations as needed to resolve and prevent chargebacks.
• Perform such other duties as directed by the supervisor
• Must be flexible and willing to accept change
• Ability to handle difficult situations

Qualifications:

• High School diploma or its equivalent; Associate's degree in related field preferred

• 3+ years of related professional experience

• Customer Service Certification preferred

• Must display a mastery of intermediate Customer Service skills

• SAP and EDI experience required

• MicroStrategy experience preferred

• Excellent telephone communication skills

• Excellent listening skills

• Strong written and verbal communication skills

• Strong computer skills (internet, mainframe, Excel & Word)

• Strong organizational skills with the ability to multitask

• Ability to work in a fast paced environment

• Able to use Excel pivot tables

• Adhere to regular in-office presence, including to engage in in-person team interaction, meetings and collaboration. Job duties may be performed effectively using the on-site work program designated by the company.

• Perform other duties as assigned by supervisor as the company retains the right to change duties to this position.

• Must have authorization to work in the United States.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards.

• Ability to maintain regular and timely attendance consistent with the ADA, FMLA, and other federal, state and local standards and Company's policy.

• Ability to remain in a stationary position for up to 8 hours per day

• Ability to constantly operate a computer, other office equipment and look at a monitor for up to 8 hours per day

• Ability to clearly and accurately communicate and exchange information verbally, in writing, or through other means in person, telephonically, or through virtual communication methods

• Ability to position self to reach at or below shoulder level

• Must meet departmental attendance and punctuality requirements

Pay Range USD $17.88 - USD $22.36 /Hr.