ECCO
Key Account Customer Service Representative
At ECCO USA, Inc., we believe people are at heart of our success. As a Key Account Customer Service Representative, you'll be part of our corporate team, working a hybrid schedule, 3 days in office - 2 days remote. The Key Account Customer Service Representative plays a key role in delivering a comprehensive, high-touch support to ECCO's Key Account customers, ensuring accurate and timely order management, while providing an exceptional customer experience. Reporting to the Director of Customer Service & Sales Ops, this role manages key account orders, including inventory tracking, open order maintenance, EDI Replenishment, and return authorization processing. This hybrid position requires onsite presence at our corporate office located in Salem, NH (3 days onsite, 2 days remote). What You'll Do: Communicate with Key Account sales representatives for assigned territory and/or accounts; provide open order reports at a pre-discussed cadence to ensure maximum shipping capability and minimum cancellations/past-cancel orders. Responsible for achieving high level of allocation fill rate and releasing orders to Distribution Center for shipping within customer start ship/cancel date windows. Other Duties and Responsibilities: Learn and develop personal skill levels in regards to SAP, EDI and the footwear industry Troubleshoot and/or bring problems/situations to the attention of the department managers and resolve internal issues for the common good, and identify better processes and analysis to provide excellent customer service for assigned Key Accounts; Identify potential delivery issues and work with Operations Coordinator and Sales team to provide a resolution within a timely manner. Create and distribute weekly and monthly reports to Sales team and Senior Management; Continue to improve reporting methodology to meet Key Account needs. Partner with Key Account sales managers to ensure proper use and reporting within vendor portals. Answer inbound and make outbound calls with the highest level of professionalism and courtesy; ensure maximum customer satisfaction by using empathy, attention to detail, and accurate relay of information; consistently going above and beyond with a customer-first mindset. Communicate and coordinate with all internal departments for smooth processing of transactions, while providing accurate and timely information and follow through. Other duties and/or special projects as assigned. Note: This does not exclude responsibilities not specifically stated that may become apparent during the execution of the duties of the position. Be Exceptional: All ECCO USA team members are expected to deliver high levels of performance in their role and exceptional service levels to their customers. This can be accomplished through fully embracing and committing to the Be Exceptional program and principles. We demonstrate exceptional customer focus by consistently showing concern for the needs and expectations of our customers, both internal and external, and making them a high priority. We treat others with respect and are both responsive and solution-oriented in delivering upon our commitments to each other and the business. Take ownership and hold oneself and others accountable. Respond to customer inquiries or problems in a timely and effective manner. Proactively seek feedback from customers and partners with the appropriate people to develop solutions to meet customer needs. Demonstrate a positive attitude and reflect ECCO's culture of passion, innovation and care. Minimum Qualifications
Education & Experience: High school diploma or GED equivalent. Bachelor's Degree in Business, or equivalent work experience. 3-5 years' experience in a wholesale customer service role. Minimum Qualifications
Skills & Abilities: Proficiency in MS Office products, particularly Excel skills. Proficiency with order management platforms, SAP preferred. Superior organization and follow-up skills. Ability to work under pressure and meet tight deadlines when necessary, and adjust priorities as needed. Ability to communicate clearly, concisely and in a professional manner (verbally and written). Hourly Range: $24-$28/hour
At ECCO USA, Inc., we believe people are at heart of our success. As a Key Account Customer Service Representative, you'll be part of our corporate team, working a hybrid schedule, 3 days in office - 2 days remote. The Key Account Customer Service Representative plays a key role in delivering a comprehensive, high-touch support to ECCO's Key Account customers, ensuring accurate and timely order management, while providing an exceptional customer experience. Reporting to the Director of Customer Service & Sales Ops, this role manages key account orders, including inventory tracking, open order maintenance, EDI Replenishment, and return authorization processing. This hybrid position requires onsite presence at our corporate office located in Salem, NH (3 days onsite, 2 days remote). What You'll Do: Communicate with Key Account sales representatives for assigned territory and/or accounts; provide open order reports at a pre-discussed cadence to ensure maximum shipping capability and minimum cancellations/past-cancel orders. Responsible for achieving high level of allocation fill rate and releasing orders to Distribution Center for shipping within customer start ship/cancel date windows. Other Duties and Responsibilities: Learn and develop personal skill levels in regards to SAP, EDI and the footwear industry Troubleshoot and/or bring problems/situations to the attention of the department managers and resolve internal issues for the common good, and identify better processes and analysis to provide excellent customer service for assigned Key Accounts; Identify potential delivery issues and work with Operations Coordinator and Sales team to provide a resolution within a timely manner. Create and distribute weekly and monthly reports to Sales team and Senior Management; Continue to improve reporting methodology to meet Key Account needs. Partner with Key Account sales managers to ensure proper use and reporting within vendor portals. Answer inbound and make outbound calls with the highest level of professionalism and courtesy; ensure maximum customer satisfaction by using empathy, attention to detail, and accurate relay of information; consistently going above and beyond with a customer-first mindset. Communicate and coordinate with all internal departments for smooth processing of transactions, while providing accurate and timely information and follow through. Other duties and/or special projects as assigned. Note: This does not exclude responsibilities not specifically stated that may become apparent during the execution of the duties of the position. Be Exceptional: All ECCO USA team members are expected to deliver high levels of performance in their role and exceptional service levels to their customers. This can be accomplished through fully embracing and committing to the Be Exceptional program and principles. We demonstrate exceptional customer focus by consistently showing concern for the needs and expectations of our customers, both internal and external, and making them a high priority. We treat others with respect and are both responsive and solution-oriented in delivering upon our commitments to each other and the business. Take ownership and hold oneself and others accountable. Respond to customer inquiries or problems in a timely and effective manner. Proactively seek feedback from customers and partners with the appropriate people to develop solutions to meet customer needs. Demonstrate a positive attitude and reflect ECCO's culture of passion, innovation and care. Minimum Qualifications
Education & Experience: High school diploma or GED equivalent. Bachelor's Degree in Business, or equivalent work experience. 3-5 years' experience in a wholesale customer service role. Minimum Qualifications
Skills & Abilities: Proficiency in MS Office products, particularly Excel skills. Proficiency with order management platforms, SAP preferred. Superior organization and follow-up skills. Ability to work under pressure and meet tight deadlines when necessary, and adjust priorities as needed. Ability to communicate clearly, concisely and in a professional manner (verbally and written). Hourly Range: $24-$28/hour