Job Summary

Working closely with the sales team, this role is responsible for the daily tasks involved with customer orders and potential issues that arise. This role is responsible for account management and sales administrations and provides critical support and information to the sales team to ensure positive experience.
This position reports to the Customer Experience Manager

Key Accountabilities

Customer Support

• Develops and fosters relationships with customers
• Proactively communicates internally and externally to drive overall satisfaction and retention of business
• Develops and collaborates with Sales, Marketing, Personalization, and Operations teams to ensure our processes are documented and updated as needed with the customer in mind
• Works directly with external customers to place orders and troubleshoot problems, escalating issues when necessary

Account Management Assistance

• Responsible for every aspect of customer orders
• Works with inter-departmental staff to facilitate correct credits
• Creates and maintains a library of customer comments and FAQs
• Assists Account Managers with administrative tasks as needed

Sales and Administration

• Manages sales and marketing promotions in ERP (Microsoft Navision)
• Documents and manages library of resources of key process in ERP

Reporting and Analysis

• Runs promotional reports and communicates daily inventory levels to Sales team

Required Education and Experience

• A Bachelor’s Degree or equivalent work experience
• 1-2 years of Sales or Customer Service experience preferred

Competencies

• Ability to build and maintain customer (internal and external) relationships
• Desire to identify and solve problems for and with customers
• Ability to process a heavy volume of data entry with a high degree of accuracy
• PC proficient and MS Office user
• Exceptional analytical, conceptual, and interpersonal skills

Expectations

• Monday – Friday, 8:00am – 5:00pm CST
• Remote work is expected until COVID-19 related factors allow work on site