The Account Support Representative assures high quality customer service by resolving product/service problems, providing product information and processing product orders. This includes assisting customers, sales reps and management with inquiries and maintaining effective communication to provide on-going support.
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 requirements changes and other brand initiatives. • Provide documents and change process recommendations as needed to resolve and prevent chargebacks.
Position Requirements: • High School diploma or its equivalent; Associate's degree in related field preferred • 3-4 years of related professional experience • Customer Service Certification preferred • Must display a mastery of intermediate C/S skills • AS400 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) • Must be flexible and willing to accept change • Strong organizational skills with the ability to multitask • Ability to handle difficult situations • Ability to work in a fast paced environment • Must be able to work with pivot tables • Travel may be required, based on business needs. • 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 hybrid 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. • 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 reach at or below shoulder level • Ability to carry equipment, move boxes/samples, etc.