Account Support Representative

Spinrite•Listowel, ON

42d

About The Position

Spinrite is the largest craft yarn and sewing thread company in North America. As an industry leader focused on driving growth and execution excellence, we are looking for an Account Support Representative to join our growing Sales team. Reporting to the Key Account Manager this individual will provide operational and customer support for assigned accounts by managing order processing, maintaining accurate product and pricing information, and supporting account planning activities. This role acts as a key liaison between customers, sales, and internal teams to ensure accurate order fulfillment, proactive communication, and strong customer relationships.

Requirements

2 – 3 years of relevant work experience in customer service.
Secondary school diploma.
Exceptional verbal and written communication skills.
Ability to work across functions in a collaborative manner.
Exceptional attention to detail and timeliness in handling time sensitive tasks.
Strong computer skills in applications including: Microsoft Office Word. Excel – Intermediate level.
Visual – or related MRP. Experience preferred but willing to train
VX Explorer or related software. Experience preferred but willing to train

Responsibilities

Manage order entry and processing for assigned accounts through EDI and/or manual entry, ensuring accuracy and completion within established timelines.
Monitor orders through the fulfillment process, track shipment status, and coordinate with internal teams to resolve issues.
Identify inventory shortages, backorders, or fulfillment delays and proactively communicate updates to customers and sales representatives.
Process customer claims and credit requests, verifying accuracy and providing supporting documentation for approval.
Perform shipment tracing and tracking while addressing shipping concerns or delivery issues.
Serve as a primary point of contact for assigned accounts by responding to phone calls, emails, and other inquiries in a timely and professional manner.
Build and maintain strong relationships with retail buyers, distributors, and internal stakeholders.
Communicate order updates, product availability, shortages, and expected restock timelines to manage expectations and maintain transparency.
Provide operational support to account managers by preparing product information, maintaining reference materials, and organizing data for account planning.
Develop quarterly new product presentations and supporting materials for customer meetings.
Independently source and validate product information when necessary to ensure accuracy and completeness.