divh2Key Account Customer Service Representative/h2pAt ECCO USA, Inc., we believe people are at heart of our success. As a Key Account Customer Service Representative, youll 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 ECCOs 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./ppThis hybrid position requires onsite presence at our corporate office located in Salem, NH (3 days onsite, 2 days remote)./ppstrongWhat Youll Do:/strong/pulliCommunicate 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./liliResponsible for achieving high level of allocation fill rate and releasing orders to Distribution Center for shipping within customer start ship/cancel date windows./li/ulpstrongOther Duties and Responsibilities:/strong/pulliLearn and develop personal skill levels in regards to SAP, EDI and the footwear industry/liliTroubleshoot 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./liliCreate and distribute weekly and monthly reports to Sales team and Senior Management; Continue to improve reporting methodology to meet Key Account needs./liliPartner with Key Account sales managers to ensure proper use and reporting within vendor portals./liliAnswer 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./liliCommunicate and coordinate with all internal departments for smooth processing of transactions, while providing accurate and timely information and follow through./liliOther duties and/or special projects as assigned./li/ulpNote: This does not exclude responsibilities not specifically stated that may become apparent during the execution of the duties of the position./ppstrongBe Exceptional:/strong/ppAll 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./ppWe 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./ppTake ownership and hold oneself and others accountable./ppRespond to customer inquiries or problems in a timely and effective manner./ppProactively seek feedback from customers and partners with the appropriate people to develop solutions to meet customer needs./ppDemonstrate a positive attitude and reflect ECCOs culture of passion, innovation and care./ppstrongMinimum Qualifications
Education
Experience:/strong/pulliHigh school diploma or GED equivalent./liliBachelors Degree in Business, or equivalent work experience./lili3-5 years experience in a wholesale customer service role./li/ulpstrongMinimum Qualifications
Skills
Abilities:/strong/pulliProficiency in MS Office products, particularly Excel skills./liliProficiency with order management platforms, SAP preferred./liliSuperior organization and follow-up skills./liliAbility to work under pressure and meet tight deadlines when necessary, and adjust priorities as needed./liliAbility to communicate clearly, concisely and in a professional manner (verbally and written)./li/ulpHourly Range: $24-$28/hour/p/div
Sales Ops, this role manages key account orders, including inventory tracking, open order maintenance, EDI Replenishment, and return authorization processing./ppThis hybrid position requires onsite presence at our corporate office located in Salem, NH (3 days onsite, 2 days remote)./ppstrongWhat Youll Do:/strong/pulliCommunicate 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./liliResponsible for achieving high level of allocation fill rate and releasing orders to Distribution Center for shipping within customer start ship/cancel date windows./li/ulpstrongOther Duties and Responsibilities:/strong/pulliLearn and develop personal skill levels in regards to SAP, EDI and the footwear industry/liliTroubleshoot 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./liliCreate and distribute weekly and monthly reports to Sales team and Senior Management; Continue to improve reporting methodology to meet Key Account needs./liliPartner with Key Account sales managers to ensure proper use and reporting within vendor portals./liliAnswer 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./liliCommunicate and coordinate with all internal departments for smooth processing of transactions, while providing accurate and timely information and follow through./liliOther duties and/or special projects as assigned./li/ulpNote: This does not exclude responsibilities not specifically stated that may become apparent during the execution of the duties of the position./ppstrongBe Exceptional:/strong/ppAll 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./ppWe 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./ppTake ownership and hold oneself and others accountable./ppRespond to customer inquiries or problems in a timely and effective manner./ppProactively seek feedback from customers and partners with the appropriate people to develop solutions to meet customer needs./ppDemonstrate a positive attitude and reflect ECCOs culture of passion, innovation and care./ppstrongMinimum Qualifications
Education
Experience:/strong/pulliHigh school diploma or GED equivalent./liliBachelors Degree in Business, or equivalent work experience./lili3-5 years experience in a wholesale customer service role./li/ulpstrongMinimum Qualifications
Skills
Abilities:/strong/pulliProficiency in MS Office products, particularly Excel skills./liliProficiency with order management platforms, SAP preferred./liliSuperior organization and follow-up skills./liliAbility to work under pressure and meet tight deadlines when necessary, and adjust priorities as needed./liliAbility to communicate clearly, concisely and in a professional manner (verbally and written)./li/ulpHourly Range: $24-$28/hour/p/div