Customer Service Representative, Specialty & Key Accounts

Amer Sports•Ogden, UT

3d•Onsite

About The Position

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Salomon, Wilson, Atomic, and Arc’teryx. We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports. Join us. The Customer Service Representative is a customer advocate within the Customer Service team that works to enhance a strong relationship with our specialty and key account dealers, sales team and CS team members. Daily, the representative will work to strengthen our relationship with our accounts across both the specialty and key account portfolio this will include order placement and review processes, inventory and substitution strategies, and streamlining the order to receipt procedures by working with the accounts and internal teams. This role is accountable for meeting targeted metrics and providing account relationship excellence.

Requirements

Bachelor’s Degree or College diploma, preferably in Business, Marketing, or Sports Management. Experience with High School Diploma or GED may be substituted for requirement as determined by leadership.
1-3 years previous experience in customer service preferred, preferably in winter & outdoor sports equipment.
High Proficiency in Microsoft Suite (Outlook, Excel, Teams)
Strong interpersonal skills and ability to empathize with customers in sometimes intense situations
The ability to multi-task and quickly change priorities/focus based on business needs/immediate demands
Excellent communication skills and self-confidence to work independently with an array of business areas and brands.
Ability to process large amounts of sales and order data, organizing and prioritizing as needed

Nice To Haves

Experience with SAP preferred
Experience with Salesforce or related CRM, preferred

Responsibilities

Effectively communicate with customers via telephone, email and chat tools.
Identify and troubleshoot orders stuck in processing of B2B, SFA and EDI through ZGOIN to ensure orders flow into SAP in a timely manner
Closely monitor orderbook through our SAP reporting system to ensure timely shipments to the dealers. Investigate all open orders, make cancelation, substitution recommendations, provide status updates, remove delivery blocks and ensure the reps/dealers are notified of a change in status
Assist team members with workload and maintain KPI performance.
Assist manager
Assist on system testing and special projects
Assist on process definitions and mapping
Continuously evaluate and identify opportunities to drive process and system improvements that positively impact the customers’ experience.
Run frequent reports on things such as delivery blocks, past cancel, etc. to ensure orderbook is being maintained.
Support team through transitions
Utilize all training and organizational resources to uphold and accurately perform assigned responsibilities and business procedures
Travel to customer accounts or trade shows as requested to build sales relationships with accounts.
Reinforces a positive and supportive day-to-day team environment
Perform other duties as required.