Account Representative

Account Representative

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.

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.

Interested in working with us? Check out this exciting opportunity at New Era Cap's Headquarters (HQ) building located in downtown Buffalo, NY. This role is 100% on-site, encouraging employees to collaborate and connect in person five days a week. HQ offers an inviting atmosphere, complete with an on-site caf, fitness center, and Flagship store.

The role of the Account Representative is to ensure customer expectations are being met through developing effective relationships with accounts and sales representatives, order management, and collaboration with internal departments.

The Customer Relations team partner with Sales and are the internal voice for our B2B Customers which includes Key Accounts, Teams & Concessionaires and independent retailers. We understand both the customer perspective as well as the internal process and operations perspective and help provide solutions to issues and fires that are a compromise for both parties when possible. Through order management we oversee revenue through the entire order to cash process.

Responsibilities

• Provide exceptional service to assigned accounts which may include National retailers, MLB/NFL teams, and independent retailers
• Have frequent interaction with, and communicate directly with assigned accounts, sales representatives and internal departments to ensure requests, issues and concerns are being addressed and resolved in a timely manner
• Responsible for assessing and resolving any issues that prevent their assigned accounts from meeting service level targets or standards. To be accomplished 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
• Responsible for making sure orders for assigned accounts ship on time and are shipped within their assigned accounting month which includes root causing and resolving any issues that are delaying orders
• Analyze and maintain SAP/BI reports daily and take appropriate actions to ensure orders are processed timely and accurately
• Investigates initial requests for returned items, negotiates with customer to keep items and corrects the situation as needed while adhering to the returns and cancellation policies
• Reviews EDI documents and exceptions daily
• Work with internal departments and business partners to ensure vendor compliance requirements are being met
• Enter domestic and global orders into SAP as necessary
• Provide accurate timely response to account order inquiries such as order status
• Proactively provide images as requested by accounts
• Analyze data for account assignment through open orders, sales analysis and buying history to standardize and improve the efficiency and effectiveness of our customer relations and recommend continual improvements
• Keeps sensitive information confidential
• Other duties as assigned

Knowledge, Skills and Abilities

• Computer skills including MS Office. SAP knowledge a plus.
• Must be able to predict, diagnose and problem solve using process improvement skills and root cause analysis to exceed expected job requirements with mature judgment
• Excellent ability to prioritize and approach assignments with focus and sense of urgency
• Enthusiastic positive attitude
• Must be punctual and possess a strong work ethic
• Strong attention to detail
• Ability to grasp new information and retain knowledge for use in answering account inquiries
• Excellent verbal and written communication skills and the ability to also exercise listening skills
• Must be organized, excellent time management skills, as well as follow through
• Ability to effectively communicate and foster relationships with accounts, sales reps and internal departments in a professional manner
• Strong interpersonal skills
• Ability to work with minimum supervision and independently prioritize work without missing critical deadlines
• Ability to lead and motivate team members without direct authority
• Ability to evaluate and understand supply chain operations to effectively manage change

Education and Experience

• Bachelor's Degree in Business Administration, Communications, or related field preferred; additional experience will be considered in lieu of degree
• One (1) to Three (3) years of experience within Key Account Management, Customer Service, or customer relations required

Travel Requirement

• The location for this position is 100% on-site in Buffalo, NY
• 0% to 5%; domestic and/or global

The salary range for this posted position is $50,500- $62,000 (plus bonus & benefits) and pertains to candidates located in Western New York. Actual compensation is determined by a wide array of factors including but not limited to skill set, education, essential job duties and requirements, and necessary experience.

Our casual work environment celebrates individuality and encourages employees to showcase their personal style. We pride ourselves on offering a comprehensive benefits package designed to promote health, financial stability, and personal growth, along with a generous PTO policy.

As an employee, you'll enjoy a range of perks, including paid parking, exclusive discounts on apparel and headwear, and professional development opportunities right here on-site. We can't wait for you to experience all that our dynamic workplace has to offer!