Key Account Customer Success Specialist

Black Diamond Group Inc.; Woburn (MA); Sur place; USD 65 000 - 70 000; Plein temps

Résumé du poste

Black Diamond Group, Inc. seeks a Key Account Customer Service Representative to own the order lifecycle for strategic accounts, from placement to delivery, with a focus on accuracy and proactive communication.

You will partner with Sales, Credit, and Supply Chain, support RMAs and returns, mentor one CSR, and ensure on-time fulfillment and strong customer relationships across brands like Carhartt footwear and Oliver Thomas.

Qualifications

• 4+ years of exceptional customer service, retail or account management experience.
• Detail oriented, highly organized, and able to multi-task with strong time management skills
• Experience in E-commerce required, and Shopify experience preferred
• Experience with EDI order management and resolution preferred
• Expertise in MS Outlook, MS Teams, MS Excel
• Excellent listening, problem-solving skills, and phone etiquette with an ability to communicate clearly and confidently verbally and in writing
• Familiarity of customer service software, databases, and tools
• Strong desire to pursue and achieve issue resolution, regardless of perceived obstacles
• Self-motivated and eager to learn & train others
• Ability to identify when to escape customer problems to business leaders/partners
• Exceptional planning, project management and organizational skills to manage competing priorities simultaneously

Responsabilités

• Own the order lifecycle from sales order placement through allocation, release, shipment, and delivery follow-up, ensuring orders are accurate, complete, and aligned with approved customer programs.
• Manage an assigned portfolio of key accounts and act as the primary Customer Service contact for order-related needs, questions, and follow-up.
• Provide leadership and development opportunities for one Customer Service Representative
• Proactively monitor open orders, back-orders, holds, allocation status, warehouse exceptions, and shipment timing; communicate risks and changes before they become customer-impacting issues.
• Track shipments and delivery status, investigate exceptions, and coordinate timely resolution of shortages, damages, routing issues, late shipments, or other fulfillment concerns
• Identify, document, and elevate issues appropriately, providing clear facts, business impact, ownership, and recommended next steps to support timely decisions
• Collaborate with Sales, Credit, and Supply Chain to keep priorities aligned
• Serve as the Customer Service subject matter expert for returns and RMAs, including authorization requirements, documentation, policy compliance, disposition, credits, replacements, and status follow-up
• Provide guidance and training to Customer Service colleagues on return and RMA processes, common exceptions, system requirements, and best practices
• Maintain accurate and complete records of EDI customer orders, changes, acknowledgements, and inventory feeds
• Assist customers in navigating our self-service online ordering applications/portals (Shopify, Envoy etc.)
• Investigate customer inquiries, complaints, credits, claims, and account discrepancies or suspicion of fraudulency using sound judgment, urgency, and a solution-oriented approach
• Support account setup, utilize customer portals, review account profiles and compliance requirements
• Collaborate with credit team on account status, order holds, statements, communication to wholesale customers.
• Monitor portfolio trends and recurring issues and provide the Director of Customer Service with concise updates on risks, escalations, root causes, and opportunities for improvement.
• Recommend and support process, workflow, system, and training improvements that strengthen order accuracy, service consistency, and cross-functional execution.
• Perform duties in accordance with established KPIs, service standards, policies, procedures, and internal controls.
• Maintain current knowledge of assigned brands, products, customer programs, account requirements, and evolving business processes.
• Model best-in-class customer service and contribute to a collaborative, and solutions-focused team environment.

Connaissances

Customer Service

Detail Oriented

Time Management

E-commerce

Shopify

EDI

MS Excel

MS Outlook

MS Teams

Communication

Formation

High School Diploma

Associate or Bachelor’s degree preferred

Outils

Shopify

EDI Systems

MS Excel

MS Outlook

MS Teams

Description du poste

Black Diamond Group, Inc. seeks a Key Account Customer Service Representative to own the order lifecycle for strategic accounts, from placement to delivery, with a focus on accuracy and proactive communication.

You will partner with Sales, Credit, and Supply Chain, support RMAs and returns, mentor one CSR, and ensure on-time fulfillment and strong customer relationships across brands like Carhartt footwear and Oliver Thomas.