Account Representative

New Era Cap • Buffalo, NY

394d • $50,000 - $56,000

About The Position

The Account Representative at New Era is responsible for ensuring customer satisfaction by developing strong relationships with accounts and sales representatives, managing orders, and collaborating with internal departments. This role focuses on providing exceptional service to a variety of clients, including national retailers and sports teams, while addressing any issues that may arise to meet service level targets.

Requirements

• Bachelor's Degree in Business Administration, Communications, or related field preferred; additional experience will be considered in lieu of degree.
• 1 to 3 years of experience in Key Account Management, Customer Service, or customer relations required.
• Computer skills including MS Office; SAP knowledge is a plus.
• Ability to predict, diagnose, and problem-solve using process improvement skills and root cause analysis.
• Excellent prioritization skills and a sense of urgency.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication skills, with strong listening skills.
• Ability to foster relationships with accounts, sales reps, and internal departments professionally.
• Ability to work independently and prioritize work without missing deadlines.
• Ability to lead and motivate team members without direct authority.
• Understanding of supply chain operations to manage change effectively.

Responsibilities

• Provide exceptional service to assigned accounts, including National retailers, MLB/NFL teams, and independent retailers.
• Communicate directly with assigned accounts, sales representatives, and internal departments to address requests, issues, and concerns in a timely manner.
• Assess and resolve issues preventing assigned accounts from meeting service level targets, either individually or through collaboration.
• Coordinate with sales representatives to create and implement action plans for service/compliance issues related to assigned accounts.
• Ensure orders for assigned accounts ship on time and within the assigned accounting month, resolving any delays.
• Analyze and maintain SAP/BI reports daily to ensure timely and accurate order processing.
• Investigate initial requests for returned items, negotiate with customers, and adhere to returns and cancellation policies.
• Review EDI documents and exceptions daily.
• Work with internal departments to ensure vendor compliance requirements are met.
• Enter domestic and global orders into SAP as necessary.
• Provide accurate and timely responses to account order inquiries.
• Proactively provide images as requested by accounts.
• Analyze data for account assignments through open orders, sales analysis, and buying history to improve customer relations efficiency.
• Keep sensitive information confidential.
• Perform other duties as assigned.

Benefits

• Bonus opportunities
• Health insurance
• 401k plan
• Paid time off
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Bachelor's degree