Key Account Support Representative

Rocky Brands, Inc.•Nelsonville, OH

About The Position

This role is responsible for maintaining order and communication flow with assigned key accounts and external sales representatives. The position involves daily monitoring of EDI reports, managing backorder reporting, retrieving orders from customer vendor net sites, and coordinating inventory and ordering for customer pre-tickets. It also includes entry and coordination of Direct to Customer (DTC) orders with Supply Chain and Traffic departments. The representative will answer Business-to-Business and Consumer calls, communicate clearly with customers via phone and chat regarding orders, returns, shipments, and products, and maintain working product knowledge of footwear, apparel, and accessories. Responsibilities also include quoting customer pricing, availability, and delivery, advising customers of shipment delays, simultaneously assisting customers on the phone and via chat, processing changes to orders and backorders, initiating orders for corrections, maintaining electronic customer files, handling irate customers professionally, and determining warranty eligibility and generating return authorization numbers.

Requirements

Associate’s degree (A.A.) or equivalent from two-year College or technical school or six (6) months to one (1) year related experiences and/or training, or equivalent combination of education and experience.
Ability to read and interpret detailed instructions, correspondence and documents such as operating manuals and procedure manuals.
Ability to multitask using several computer programs.
Ability to write correspondence.
Ability to effectively communicate information in one-on-one and small group situations to customers, or associates of the organization.
Ability to add, subtract, multiply, and divide units of measure, using whole numbers, common fractions and decimals.
Ability to compute percent.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram forms.
Ability to deal with problems in serval concrete and variable situations

Responsibilities

Maintain order and communication flow with assigned key accounts and external sales representatives responsible for those accounts.
Daily monitoring and working of Electronic Data Interchange (EDI) reports.
Backorder reporting for assigned key accounts for agreed upon timeframe.
Retrieval of orders via customer vendor net site as needed.
Coordination for inventory, availability and ordering of customer pre-tickets.
Entry and coordination with Supply Chain and Traffic Department for DTC (Direct to Customer) orders.
Answer Business-to-Business and Consumer calls.
Communicate clearly with customers via the phone and chat concerning orders, returns, shipments and products.
Maintain working product knowledge of footwear, apparel and accessories.
Quote customer pricing, availability and delivery.
Call customers, when necessary, to advice of shipment delays and/or information necessary to process orders.
Simultaneously assist customers on the phone and via chat.
Process changes to orders and backorders.
Initiate orders for correcting errors (shortages, wrong item shipped, etc.)
Initiate and maintain electronic customer files.
Handle irate customers in a professional manner.
Determine warranty eligibility and generate return authorization numbers for customers as needed.