We are Joie, a global baby gear brand established in 2011 and distributed across over 85 countries.
We prioritize designing products with families in mind. Our commitment extends to fostering joy-filled workplaces, where we celebrate our team members' skills, and nurture their development.
We offer superior health and welfare benefits, boasting a $0 Copay / $0 Deductible Medical & Prescription Plan Design, 401(k) with a 6% Employer Match, Vision and Mental Health Benefits.
With our continued growth and expansion into the U.S. Market we're seeking an experienced Account Services Representative to join our Account Services team in Solana Beach, CA.
The Account Service Representative will play a key role in helping drive our business. In this role, you will support the Company's retail customers by entering customer orders, actively monitoring inventory levels, and communicating all product delays and changes to the retailer and our sales team.
Essential Duties and Responsibilities
Administrative Deliverables
- Efficiently and accurately enter customer sales orders and data feeds.
- Prioritize, fulfill, and ship sales orders timely and accurately.
- Monitors JCP and Amazon email inboxes, Amazon inventory flow, and SAP inventory feeds daily.
- Create customer B2B orders for all major channels.
- Issues "promo codes", as requested.
- Ensures adherence to compliance, polices, procedures and SOPs.
- Performs data validation for new account item set up and Taipei information.
- Establishes set up in SAP for promotions and promotional pricing.
- Performs other duties as assigned.
Retail Customer Deliverables
- Respond in a timely and professional manner to retailer questions and complaints regarding deliveries and/or billing.
- Assist with resolving retailer chargebacks.
- Remain current on retailer manuals, reviewing for process updates.
- Maintains constant and effective communication with retailers, ensuring information (email or verbal) is clear, complete, concise, courteous and correct, regarding order status, updates, delays, price changes, promotions, etc.
- Show impeccable poise and calm demeanor while managing complaints and/or unpleasant customers.
- Ensures customer feels valued with each encounter.
- Performs other duties as assigned.
Internal Stakeholders Deliverables
- Maintain constant and effective communication with the sales team in a courteous manner regarding order status, updates, delays, price changes, promos, etc.
- Work closely with the warehouse team ensuring sales orders are shipped both timely and economically.
- Work with the credit department regarding payment and credit issues.
- Escalates complex issues as per department protocol.
- Actively participate in continuously seeking ways to improve retailer experience, workflow procedures, best practices, policies, etc.
- Perform other duties as assigned.
This position description is intended to provide a summary of the major duties, tasks, and responsibilities of this position and shall not be considered an exhaustive listing of all work requirements.
Requirements and Qualifications
Experience & Education:
- Three (3) to five (5) years in retail sales or customer service, in a similar role.
- Experience in the juvenile products industry preferred.
- High school diploma or GED required.
Skills & Knowledge:
- Possess customer centric mindset.
- Skilled at delivering (email or verbal) clear, complete, concise, courteous and correct information.
- Team orientation with strong integrity and professionalism.
- Exceptionally organized, self-motivated with acute attention to detail and accuracy of work product.
- Works with a strong sense of urgency and responsiveness while not sacrificing on quality.
- Demonstrates accurate typing and data entry skills, knowing the ten (10) key by touch.
- Strong math aptitude and ability to work accurately with numbers.
- Ability to meet deadlines and work in a time constrained environment.
- Skilled at mitigating distractions and maintaining focus at the task at hand.
- Exhibits a strong work ethic and ability to exercise good judgment.
- Possess superior interpersonal skills and the ability to work effectively with all levels of management and staff; leads by example.
- Strong presentation skills; conveying information with precision and accuracy.
- Welcomes stepping outside the comfort zone to tackle new, never done before tasks.
- Seeks continuous improvement in all tasks and processes.
Technology:
- Experience working with retailer portals and EDI transmissions required.
- Familiar with ERP solutions, SAP is highly desirable.
- Proficiency in MS Office and Internet skills.
- Familiar with Customer Relations and Project Management Software.
- Ability to quickly and proficiently learn new software with ease.
Other:
- Employees who are in Non-Exempt positions must accurately complete, obtain approval from their manager, and timely submit a timecard in the form provided by the Company, as it coincides with the Company's bi-weekly payroll schedule.
- Ability to, as business needs warrant, work extended hours, which may on occasion include nights and weekends.
- California Pay Transparency Act - The range for this role is between $24.98/hour - $31.22/hour (annual $51,957. - $64,946)
- Target compensation range and subsequent actual salary is/will be determined by a number of factors including but not limited to specific skills, competencies, years of experience, geographic location and education as aligned to the job description.
Applicants must be currently authorized to work in the United States on a full-time basis.