Account Representative

About New Era Cap, LLC. New Era Cap, LLC. is an international lifestyle brand headquartered in Buffalo, NY with an authentic sports heritage that dates back over 100 years. Best known for being the official on-field cap for MLB, official sideline cap for NFL, and official on-court cap for NBA, New Era Cap is the brand of choice not only for its headwear collection, but also for its accessories and apparel lines for men, women and youth. The brand is worn as a symbol of self-expression by athletes, artists and some of the most interesting people around the globe. New Era Cap encourages people to truly express their personal style and individuality through its products. Work Environment Since 1920, this family‑owned business has hired employees who are masters of their craft. We are innovators, architects of culture, experts, and forward thinkers. We demand excellence because we pride ourselves on the quality of our products and the authenticity of our brand. Incorporated at our Headquarters (HQ) in downtown Buffalo, NY, the role is 100% on‑site, encouraging employees to collaborate and connect in person five days a week. Position Overview The Account Representative ensures that customer expectations are met by developing effective relationships with accounts and sales representatives, managing orders, and collaborating with internal departments. The Customer Relations team partners with Sales and serves as the internal voice for B2B customers, including key accounts, teams, concessionaires, and independent retailers. Responsibilities Provide exceptional service to assigned accounts which may include national retailers, MLB/NFL teams, and independent retailers. Interact frequently with accounts, sales representatives and internal departments to ensure requests, issues and concerns are resolved in a timely manner. Assess and resolve issues that prevent accounts from meeting service‑level targets or standards, individually or through collaboration with other departments and sales representatives. Coordinate with sales reps to create and implement action plans to address service/compliance issues related to assigned accounts. Ensure orders for assigned accounts ship on time and within their accounting month, diagnosing and resolving delays. Analyze and maintain SAP/BI reports daily, taking appropriate actions to ensure orders process timely and accurately. Investigate initial returned‑item requests, negotiate with customers to retain items, and correct situations while adhering to returns and cancellation policies. Review EDI documents and exceptions daily. Work with internal departments and business partners to ensure vendor compliance requirements are met. Enter domestic and global orders into SAP as necessary. Provide accurate, timely responses to account order inquiries such as order status. Proactively provide images as requested by accounts. Analyze data for account assignment—open orders, sales analysis, and buying history—to standardize and improve customer‑relations effectiveness, recommending continual improvements. Maintain confidentiality of sensitive information. Perform other duties as assigned. Knowledge, Skills & Abilities Computer skills, including MS Office; SAP knowledge is a plus. Predict, diagnose and problem‑solve using process‑improvement skills and root‑cause analysis to exceed expectations with mature judgment. Excellent prioritization skills and sense of urgency. Enthusiastic and positive attitude. Punctual with a strong work ethic. Strong attention to detail. Ability to grasp new information quickly and retain knowledge for account inquiries. Excellent verbal and written communication skills, with strong listening skills. Organized with excellent time‑management skills and follow‑through. Ability to communicate and foster relationships with accounts, sales reps and internal departments professionally. Strong interpersonal skills. Capable of working with minimal supervision and independently prioritizing tasks without missing critical deadlines. Ability to lead and motivate team members without direct authority. Understand supply‑chain operations to manage change effectively. Education and Experience Bachelor’s Degree in Business Administration, Communications, or related field required; additional experience will be considered in lieu of a degree. 1 to 3 years of experience within key‑account management, customer service, or customer relations required. Travel Requirement Location: 100% on‑site in Buffalo, NY. Domestic and/or global travel: 0% to 5%. Compensation & Benefits Salary range: $50,500 - $62,000 (plus bonus and benefits) for candidates located in Western New York. Actual compensation is determined by a range of factors including skill set, education, job duties, and experience. We offer a comprehensive benefits package designed to promote health, financial stability, and personal growth, along with a generous paid time off policy. Perks include paid parking, exclusive discounts on apparel and headwear, and on‑site professional development opportunities. #J-18808-Ljbffr