Position:           Account Services Representative

Reports To:       VP of Sales Operations

FLSA Status:      Non-Exempt

Department: Customer Service

Summary of Qualifications: 

The Account Services Representative is responsible for maintaining
working relationships for a defined customer account base.   Works closely with Customer Service
management team to ensure exceptional customer service levels.  Maintains professional and quality
relationships with key customers and in-house personnel. 

Summary of Duties:

·        
Works with
customers to determine customer needs, make recommendations and resolve
customer issues within a timely manner.

·        
Following
established guidelines and Standard Operating Procedures makes day-to-day
decisions relating to customer accounts.

·        
Works closely
with sales team to act as the primary contact for both At Once, Future and
Closeout orders.  This may include Sample
orders as well.

·        
Works directly
with retailer buyers to obtain extensions or substitutions as needed in order
to minimize daily backorders for all key accounts. 

·        
Works directly
with planning and production to coordinate both direct and warehouse shipments
for all key accounts.

·        
Reports to
Customer Service management any concerns or issues regarding non-compliance of
vendor requirements for all key accounts.

·        
Works closely
with the warehouse team to ensure policies for all key customer accounts are
being followed for shipments and routing guidelines.

·        
Process Return
Merchandize Authorizations (RMA) in accordance with the Standard Operation
Procedures (SOP).

·        
Assist with
the review and resolution of potential Customer Chargebacks.

·        
Daily entry
and auditing of all orders received for all accounts.  Accuracy is required for terms, pricing,
delivery information, and current styles.

·        
Responsible
for attaining all documentation needed for any purchase order amendments.

·        
Maintains
Customer Profile records for all designated accounts.

·        
Maintains
accurate Direct Ship guidelines for all key accounts.

·        
Answers phones
and resolves customer and consumer issues.

·        
Maybe involved
in the allocation process

·        
Maintains
professional and quality relationships with all ASG personnel and customers.

·        
Maintains a
clean, orderly, and safe work environment.

·        
Ad hoc projects
when needed

Experience:  

·        
High School Diploma

·        
Three years of related experience and or
training; or an equivalent combination of education and experience. 

·        
Requires solid background managing
customer relationships. 

·        
Excellent verbal and written communication
skills.

·        
Proficient in Excel and Word

·        
Ability to work under pressure and to
manage various tasks at once.

Requirements:

• Requires independent judgment and a high
  degree of discretion. 
• Ability to solve practical problems and deal
  with a variety of concrete variables in situations where limited
  standardization exists.
• Total accountability for working with key
  individuals to ensure vendor requirements and compliance issues are
  followed for all major accounts.