Customer Support Analyst

Ariat•San Leandro, CA

4d•$31 - $34

About The Position

The Customer Support Analyst will provide excellent customer service to Ariat retailers, sales representatives, internal and external customers. You will support and communicate with sales representatives, retailers and internal customers by completing various tasks such as supporting retail accounts, order entry and order book management, maintenance, tracking and having a depth knowledge of product and order statuses. Candidates will be responsible for running daily reports and analyzing the data to ensure order book is up-to-date and product is strategically shipped to retailers. You will support coworkers on an as needed basis and meet all company and department initiatives. You’ll Make a Difference By Providing courteous and professional service to internal and external customers Serving as the primary contact for dealers and sales reps in assigned territory(s), including building relationships and managing any issues that may arise Ensuring orders are entered accurately and confirmed in a timely manner for assigned accounts Responding promptly to a high volume of calls, voicemails and emails daily Verifying daily price and auditing of EDI and open orders Quickly resolving order discrepancies Acting as a liaison between customers, field sales and other departments as required to meet account goals and directives Collaborating with Allocation Specialist and Distribution team to ensure orders are filled and shipped in a timely manner Resolving a diverse range of issues including general questions and problems involving pricing, product usage and care, product availability, inventory, transportation, order book management and product delivery Providing 800# and B2B support including inbound calls/emails regarding orders, order changes, return authorizations and warranty coverage Providing support in a specific area of focus, i.e. Key accounts, EDI, new hire training, front desk coverage or any other operational support function when needed Assisting with other responsibilities based on business needs

Requirements

Intermediate to Advanced level computer skills with MS Office Word & Excel (pivots; vlookup; formulas)
Strong analytical skills required to determine possible issues, interpret data and identify solutions
Experience with order processing and management, product allocation in an EDI system
Knowledge of SAP or similar order entry systems
Understanding and appreciation of order to cash cycle
Ability to prioritize work, handle multiple tasks and work independently of supervision
Detail orientated with outstanding follow-through
Able to solve customer problems, make decisions and take calculated risks in order to meet partner expectations in a manner consistent with company goals and policies.
Raise issues to supervisor that may affect cross functional departments
2-3 years customer service in a high-volume environment and preferably in a footwear, apparel, outdoor equipment or manufacturing environment
Exceptional written, oral and face-to-face communication skills
Enthusiastic, friendly and outgoing with the ability to develop strong working relationships with internal and external customers
Fast acting and capable of adapting quickly to change
Desire and ability to contribute to and enhance Ariat’s unique culture, philosophy and core values
Team oriented and holds confidences
Rely on experience and judgment to plan and accomplish goals with ability to perform a variety of tasks

Nice To Haves

Experience with EDI customers preferred

Responsibilities

Providing courteous and professional service to internal and external customers
Serving as the primary contact for dealers and sales reps in assigned territory(s), including building relationships and managing any issues that may arise
Ensuring orders are entered accurately and confirmed in a timely manner for assigned accounts
Responding promptly to a high volume of calls, voicemails and emails daily
Verifying daily price and auditing of EDI and open orders
Quickly resolving order discrepancies
Acting as a liaison between customers, field sales and other departments as required to meet account goals and directives
Collaborating with Allocation Specialist and Distribution team to ensure orders are filled and shipped in a timely manner
Resolving a diverse range of issues including general questions and problems involving pricing, product usage and care, product availability, inventory, transportation, order book management and product delivery
Providing 800# and B2B support including inbound calls/emails regarding orders, order changes, return authorizations and warranty coverage
Providing support in a specific area of focus, i.e. Key accounts, EDI, new hire training, front desk coverage or any other operational support function when needed
Assisting with other responsibilities based on business needs