Account Representative

NEW ERA CAP LLC•Buffalo, NY

6d•$50,500 - $62,000•Onsite

About The Position

The role of the Account Representative is to ensure customer expectations are being met through developing effective relationships with accounts and sales representatives, order management, and collaboration with internal departments. The Customer Relations team partner with Sales and are the internal voice for our B2B Customers which includes Key Accounts, Teams & Concessionaires and independent retailers. We understand both the customer perspective as well as the internal process and operations perspective and help provide solutions to issues and fires that are a compromise for both parties when possible. Through order management we oversee revenue through the entire order to cash process.

Requirements

Computer skills including MS Office. SAP knowledge a plus.
Must be able to predict, diagnose and problem solve using process improvement skills and root cause analysis to exceed expected job requirements with mature judgment
Excellent ability to prioritize and approach assignments with focus and sense of urgency
Enthusiastic positive attitude
Must be punctual and possess a strong work ethic
Strong attention to detail
Ability to grasp new information and retain knowledge for use in answering account inquiries
Excellent verbal and written communication skills and the ability to also exercise listening skills
Must be organized, excellent time management skills, as well as follow through
Ability to effectively communicate and foster relationships with accounts, sales reps and internal departments in a professional manner
Strong interpersonal skills
Ability to work with minimum supervision and independently prioritize work without missing critical deadlines
Ability to lead and motivate team members without direct authority
Ability to evaluate and understand supply chain operations to effectively manage change
Bachelor’s Degree in Business Administration, Communications, or related field preferred; additional experience will be considered in lieu of degree
One (1) to Three (3) years of experience within Key Account Management, Customer Service, or customer relations required

Nice To Haves

SAP knowledge a plus.

Responsibilities

Provide exceptional service to assigned accounts which may include National retailers, MLB/NFL teams, and independent retailers
Have frequent interaction with, and communicate directly with assigned accounts, sales representatives and internal departments to ensure requests, issues and concerns are being addressed and resolved in a timely manner
Responsible for assessing and resolving any issues that prevent their assigned accounts from meeting service level targets or standards. To be accomplished individually or through collaboration with other departments and sales representatives
Coordinate with sales reps to create and implement action plans to address service/compliance issues related to assigned accounts
Responsible for making sure orders for assigned accounts ship on time and are shipped within their assigned accounting month which includes root causing and resolving any issues that are delaying orders
Analyze and maintain SAP/BI reports daily and take appropriate actions to ensure orders are processed timely and accurately
Investigates initial requests for returned items, negotiates with customer to keep items and corrects the situation as needed while adhering to the returns and cancellation policies
Reviews EDI documents and exceptions daily
Work with internal departments and business partners to ensure vendor compliance requirements are being met
Enter domestic and global orders into SAP as necessary
Provide accurate timely response to account order inquiries such as order status
Proactively provide images as requested by accounts
Analyze data for account assignment through open orders, sales analysis and buying history to standardize and improve the efficiency and effectiveness of our customer relations and recommend continual improvements
Keeps sensitive information confidential
Other duties as assigned