Customer Support Analyst

Ariat International • San Leandro, CA

106d • $26 - $31

About The Position

The Customer Support Analyst will provide excellent customer service to Ariat retailers, sales representatives, internal and external customers. 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 an in-depth knowledge of product and order statuses. Responsible for running daily reports and analyzing the data to ensure the order book is up-to-date and product is strategically shipped to retailers. Support coworkers on an as needed basis and meet all company and department initiatives.

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.
• Experience with EDI customers preferred.
• 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 to meet partner expectations in a manner consistent with company goals and policies.
• 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.

Nice To Haves

• Desire and ability to contribute to and enhance Ariat's unique culture, philosophy, and core values.
• Team-oriented and holds confidence.
• Rely on experience and judgment to plan and accomplish goals.

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.
• Management of assigned accounts through ensuring orders are entered accurately and confirmed in a timely manner.
• Responding promptly to a high volume of calls, voice mails and emails daily.
• Daily price verification and auditing of EDI and open orders. Quick resolution of 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 in and shipped in a timely manner.
• Resolution of 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.
• 800# and B2B support includes inbound calls/emails regarding orders, order changes, return authorizations and warranty coverage.
• May include a specific area of focus, i.e. Key accounts, EDI, new hire training, front desk coverage or any other operational support function when needed.
• All other tasks and duties as assigned.

Benefits

• Medical, dental, vision, and life insurance options
• Expanded wellness and mental health benefits
• Paid time off (PTO), paid holidays, and paid volunteer days
• 401(k) with company match
• Bonus incentive plans
• Team member discount on Ariat merchandise

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Wholesale Trade Agents and Brokers