Key Account Customer Service Representative

Ecco USA • Salem, NH

5d • $24 - $28 • Hybrid

About The Position

At ECCO USA, Inc., we believe people are at heart of our success. As a Key Account Customer Service Representative, you'll be part of our Salem, NH corporate team, working a hybrid schedule, 3 days in office - 2 days remote . The Key Account Customer Service Representative plays a key role in delivering a comprehensive, high-touch support to ECCO's Key Account customers, ensuring accurate and timely order management, while providing an exceptional customer experience. Reporting to the Director of Customer Service & Sales Ops, this role manages key account orders, including inventory tracking, open order maintenance, EDI Replenishment, and return authorization processing. This hybrid position requires onsite presence at our corporate office located in Salem, NH (3 days onsite, 2 days remote)

Requirements

• High school diploma or GED equivalent.
• Bachelor's Degree in Business, or equivalent work experience.
• 3-5 years' experience in a wholesale customer service role.
• Proficiency in MS Office products, particularly Excel skills.
• Proficiency with order management platforms, SAP preferred.
• Superior organization and follow-up skills.
• Ability to work under pressure and meet tight deadlines when necessary, and adjust priorities as needed.
• Ability to communicate clearly, concisely and in a professional manner (verbally and written).

Responsibilities

• Communicate with Key Account sales representatives for assigned territory and/or accounts; provide open order reports at a pre-discussed cadence to ensure maximum shipping capability and minimum cancellations/past-cancel orders.
• Responsible for achieving high level of allocation fill rate and releasing orders to Distribution Center for shipping within customer start ship/cancel date windows.
• Learn and develop personal skill levels in regards to SAP, EDI and the footwear industry
• Troubleshoot and/or bring problems/situations to the attention of the department managers and resolve internal issues for the common good, and identify better processes and analysis to provide excellent customer service for assigned Key Accounts; Identify potential delivery issues and work with Operations Coordinator and Sales team to provide a resolution within a timely manner.
• Create and distribute weekly and monthly reports to Sales team and Senior Management; Continue to improve reporting methodology to meet Key Account needs.
• Partner with Key Account sales managers to ensure proper use and reporting within vendor portals.
• Answer inbound and make outbound calls with the highest level of professionalism and courtesy; ensure maximum customer satisfaction by using empathy, attention to detail, and accurate relay of information; consistently going above and beyond with a customer-first mindset.
• Communicate and coordinate with all internal departments for smooth processing of transactions, while providing accurate and timely information and follow through.
• Other duties and/or special projects as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level