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.