Account Support Representative

Nautica; Martinsville (VA); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical/dental/vision

Term life insurance

Paid vacation/holidays

401(k) with Company match

Associate discount

Job summary

Nautica in Martinsville, VA is seeking an Account Representative to ensure high quality customer service by resolving product/service problems, providing product information and processing orders for wholesale accounts.

The role requires strong communication, attention to detail and experience with SAP, EDI and MS Excel/Word. You will support customers, sales reps and management, analyze requests, and generate reports to improve service levels.

Qualifications

• High School diploma or its equivalent; Associate’s degree in related field preferred
• 3+ years of related professional experience
• Customer Service Certification preferred
• Must display a mastery of intermediate Customer Service skills
• SAP and EDI experience required
• MicroStrategy experience preferred
• Excellent telephone communication skills
• Excellent listening skills
• Strong written and verbal communication skills
• Strong computer skills (internet, mainframe, Excel & Word)
• Strong organizational skills with the ability to multitask
• Ability to work in a fast-paced environment
• Able to use Excel pivot tables
• In-office presence required to engage in team interaction
• Perform other duties as assigned by supervisor
• Must have authorization to work in the United States

Responsibilities

• Process product orders and provide prompt and efficient response and resolution to all customers’ requests.
• Assist customers, sales reps and management with inquiries or issues concerning orders.
• Analyze, review and process customer’s request for return authorization and credits.
• Maintain effective communication with customers to provide on-going information flow as it relates to sales, promotions and problems to ensure accurate billings and shipments.
• Provide documents and change process recommendations as needed to resolve and prevent chargebacks.
• Collaborate with the vendor compliance team on new account requirements, vendor requirement changes and other brand initiatives.
• Perform such other duties as directed by the supervisor
• Must be flexible and willing to accept change
• Ability to handle difficult situations

Skills

Customer service

Telephone communication

Listening

Written communication

Verbal communication

Multitasking

Organizational skills

Work in fast-paced environment

Handling difficult situations

Education

High School diploma or equivalent

Associate’s degree preferred

Tools

SAP

EDI

MicroStrategy

Excel

Word

Mainframe

Job description

The Account Representative assures high quality customer service by resolving product/service problems, providing product information and processing product orders for wholesale accounts. This includes assisting customers, sales reps and management with inquiries and maintaining effective communication to provide on-going support to internal and external customers. This position provides account support and requires analytical skills, attention to detail and the ability to follow up.

Responsibilities

• Process product orders and provide prompt and efficient response and resolution to all customers’ requests.
• Assist customers, sales reps and management with inquiries or issues concerning orders.
• Analyze, review and process customer’s request for return authorization and credits.
• Maintain effective communication with customers to provide on-going information flow as it relates to sales, promotions and problems to ensure accurate billings and shipments.
• Provide technical and/or product information as required to respond to customer inquiries.
• Create spreadsheet reports from data base queries to analyze seasonal or time based sales and order information.
• Develop and maintain professional relationships with the buying staff and sales team to maximize service levels to customers. Monitor and communicate needs for final order confirmations.
• Collaborate with the vendor compliance team on new account requirements, vendor requirement changes and other brand initiatives.
• Provide documents and change process recommendations as needed to resolve and prevent chargebacks.
• Perform such other duties as directed by the supervisor
• Must be flexible and willing to accept change
• Ability to handle difficult situations

Qualifications

• High School diploma or its equivalent; Associate’s degree in related field preferred
• 3+ years of related professional experience
• Customer Service Certification preferred
• Must display a mastery of intermediate Customer Service skills
• SAP and EDI experience required
• MicroStrategy experience preferred
• Excellent telephone communication skills
• Excellent listening skills
• Strong written and verbal communication skills
• Strong computer skills (internet, mainframe, Excel & Word)
• Strong organizational skills with the ability to multitask
• Ability to work in a fast-paced environment
• Able to use Excel pivot tables
• Adhere to regular in-office presence, including to engage in in-person team interaction, meetings and collaboration. Job duties may be performed effectively using the in-office work program designated by the company.
• Perform other duties as assigned by supervisor as the company retains the right to change duties to this position.
• Must have authorization to work in the United States.

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards.
• Ability to maintain regular and timely attendance consistent with the ADA, FMLA, and other federal, state and local standards and Company’s policy.
• Ability to remain in a stationary position for up to 8 hours per day
• Ability to constantly operate a computer, other office equipment and look at a monitor for up to 8 hours per day
• Ability to clearly and accurately communicate and exchange information verbally, in writing, or through other means in person, telephonically, or through virtual communication methods
• Ability to position self to reach at or below shoulder level
• Must meet departmental attendance and punctuality requirements

What You Get

If eligible, we offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays*, and 401(k) with Company match. All associates are eligible for an associate discount on all Catalyst Brands merchandise. For paid holidays, associates who are eligible for paid vacation (MTO) are also eligible for eight paid holidays during the calendar year. All store hourly associates scheduled to work on a designated holiday will receive additional compensation. *For paid vacation days, as well as eligibility requirements for other benefits, please visit www.catalystbrandsbenefits.com

Pay Range

USD $17.88 - USD $22.36 /Hr.