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ECCO · 2 days ago

Key Account Customer Service Representative

Salem, NH

Full-time

Hybrid

Mid Level

$24/hr - $28/hr

3+ years exp

ECCO USA, Inc. believes people are at the heart of their success. The Key Account Customer Service Representative plays a key role in delivering comprehensive support to key account customers, ensuring accurate order management and exceptional customer experience.

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

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

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