The ECCO Group™ · 16 hours ago
Key Account Customer Service Representative
Salem, NH
Full-time
Hybrid
Mid Level
$24/hr - $28/hr
3+ years expECCO USA, Inc. believes that people are at the heart of their success, and they are seeking a Key Account Customer Service Representative. This role is crucial in delivering high-touch support to Key Account customers, ensuring accurate order management and exceptional customer experience while collaborating with sales representatives and internal departments.
ConstructionHeating Ventilation and Air Conditioning (HVAC)ManufacturingWholesale
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
Learn and develop personal skill levels in regards to SAP, EDI and the footwear industry
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
Partner with Key Account sales managers to ensure proper use and reporting within vendor portals
Answer inbound and make outbound calls with the highest level of professionalism and courtesy; ensure maximum customer satisfaction by using empathy, attention to detail, and accurate relay of information; consistently going above and beyond with a customer-first mindset
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
Qualification
Required
High school diploma or GED equivalent
Bachelor's Degree in Business, or equivalent work experience
3-5 years' experience in a wholesale customer service role
Proficiency in MS Office products, particularly Excel skills
Proficiency with order management platforms, SAP preferred
Superior organization and follow-up skills
Ability to work under pressure and meet tight deadlines when necessary, and adjust priorities as needed
Ability to communicate clearly, concisely and in a professional manner (verbally and written)
Company
The ECCO Group™
The ECCO Group™ consists of two divisions of ECCO Heating Products Ltd.: ECCO Supply™ and ECCO Manufacturing™ ECCO Supply™ is a full service wholesale distributor of Heating, Ventilation and Air Conditioning (HVAC) supplies and equipment with sales branches located in centers throughout Western and Central Canada.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase