Key Account Support Representative

Rocky Brands, Inc.; Nelsonville (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Rocky Brands, Inc. in Ohio seeks a Customer Service Associate to support key accounts and manage order processing. You will handle calls and chats, monitor EDI reports, and coordinate with supply chain to ensure timely shipments.

The role requires strong communication, multitasking, and basic math skills, with an emphasis on accuracy and problem solving. Experience with Excel is preferred.

Join a team focused on delivering excellent service for footwear and apparel products.

Qualifications

• Associate's degree or equivalent from two-year college or technical school, or six months to one year related 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 several 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.

Skills

Team Building

Customer Service

Microsoft Excel

Education

Associates (preferred)

Job description

Description

Essential Duties and Responsibilities:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties and responsibilities include the following, other duties may be assigned:

• 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.

Qualifications:

• 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

Behaviors

• Dedicated - Devoted to a task or purpose with loyalty or integrity
• Team Player - Works well as a member of a group
• Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Self-Starter - Inspired to perform without outside help

Education

Associates (preferred)

Experience

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. (preferred)

Skills

• Team Building (preferred)
• Customer Service (preferred)
• Microsoft Excel (preferred)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.