Customer Service Representative, Regional Accounts

Salomon•Ogden, UT

About The Position

The Customer Service Representative is a customer advocate within the Customer Service team that works to build a strong relationship with our internal and external customers (retailers, sales representatives, product/category managers). Every day, the CSR will work to strengthen our relationship with our accounts across the region. This work will include placing orders and responding to customer inquiries regarding inventory, pricing, and delivery. This role is accountable for meeting targeted metrics to their assigned accounts. The CSR will own the order book for their assigned account list, which can include regional accounts, national accounts, or internal accounts.

Requirements

High School Diploma or equivalent experience
3-5 years of customer service experience, optimally in B2B, consumer goods business
Experience using SAP, or similar Point-of-Sale / order management system
Proficiency in Microsoft Suite (Outlook, Excel, Teams, SharePoint)
Experience using Salesforce, or similar CRM tool
Strong interpersonal skills and ability to empathize with customers in sometimes tense situations
Self-Driven, able to hold self-accountable to KPIs and Targets
Ability to adapt to change priorities and business needs, Excellent communication skills and self-confidence to work independently in an array of business areas.

Responsibilities

Reinforce a positive and supportive day to day team environment
Create new orders and revise existing orders.
Effectively communicate order status with customers via telephone, email and chat.
Build strong relationships with our dealers and sales representatives by focusing on customer needs, problem solving, and follow through to drive repeat business
Own the order from creation through delivery to ensure allocation, fulfillment, and On Time, In Full delivery. This will include pre-season orders, contract orders, in-season reorders, sample/promotional orders, and returns.
Work with Customer Service leadership to achieve and exceed monthly financial targets for shipping
Partner with Credit and Accounts Receivable team to manage credit challenged accounts
Use reporting tools to monitor orders that do not comply with Salomon order book policy and ensure all stakeholders are notified of order status. This may include: revising existing orders making cancelations or substitutions providing ETAs or adjusting shipment windows adding or removing delivery blocks
Identify and investigate any discrepancies in the order book and communicate with internal and external stakeholders to clarify and resolve issues.
Monitor inbound order flow to ensure accuracy of order data (pricing, seasonality, assortment, SKUs). Investigate and resolve any issues with order data via EDI or ZGOIN.
Utilize all training and organizational resources to uphold and accurately perform assigned responsibilities and business procedures
Assist team members with their workload as needed to meet team KPIs.
Support onboarding and training new team members to build skills in Salesforce, SAP, Excel, EDI, etc.
Utilize SAP, Analysis for Office, and Power BI to create ad hoc reports for leadership, sales, or other stakeholders
Contribute to system and process improvement discussions and projects.
Assist with testing of new tools and processes for the customer service organization
Become as SAP Key User