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Customer Account Representative – Charlotte

Opportunity: Customer Account Representative  – Charlotte

Location: Charlotte, North Carolina

Summary of role:
  • Utilization of SAP system, product knowledge and service experience to receive, process and follow up with customer orders and inquiries to ensure customer satisfaction.  
  • To work directly with logistics, production planning, and sales department(s), interpreting and responding to market and service related information. 
  •  Assist Sales Representatives as required.   
Key accountabilities:
Business Operations:
  • Understand and adhere to all SAP and eComm requirements relative to Business and Operating Procedures.
  • Receive and process customer orders promptly, accurately, and professionally ensuring that service standards are met for local, export, and affiliate accounts.
  • Monitor customer activity by interpreting customer input, securing details to be coordinated with Sales, Logistics, Marketing, Credit Department(s) or others as required to resolve customer inquiry.
  • Submit on line tracking requests through UPS and Fed Ex to provide more timely resolution.
  • Establish and maintain cross reference data files for generating customers’ special products and development of special labels.
  • Provide coverage for all 800 phone lines, responding to customer calls with “one stop”.
  • Monitor open orders and advise customers of any problems or changes in order status as required, offering product substitutions.  Work judiciously to resolve customer problems by communicating with proper departments.
  • Maintain and update, as required, major accounts or assigned account profiles to include specific service requirements and customer peculiarities.
  • Maintain overall account knowledge, cross training, of other Reps’ accounts to provide continuity in service and customer satisfaction.
  • Work with Customer Relations Manager in the resolution of any returns, invoicing adjustments, involving assigned accounts or general accounts.
  • Work with Customer Relations Manager in establishing new service procedures as requested by Sales or accounts.
  • Strive to grow product knowledge through ongoing development.
  • Assist Sales Associates as required.
  • Coordinate closely with Sales and Marketing in setting up target programs.  Monitoring target accounts and determining results of this program as required.
  • Assist Sales in obtaining new business or maintaining existing business.
  • Coordinate with Credit and Sales Department in setting up new accounts with correct billing and shipping data and establishing credit information.
  • Initiate colour formulation and sample requests.  Forward to the appropriate manufacturing location(s).  Coordinate / communicate with customer the approval/rejection process.
  • Initiate, manage, and resolve customer complaints and submissions to QC/QA.  Keep customer and sales appraised of status.
  • Manage Credit Card Order System.
  1. Authorize funds to assure availability.
  2. Release customer orders from Credit Card Hold.
  3. Execute settlement of charges.
  4. Document sales and provide data to Accounts Receivable.
  • Coordinate notification of customers with cash in advance terms, release orders from credit hold, and shipment or cancellation of orders.
  • Make determination to waive credit amounts under $25.00 to reduce costs.             
Customer Satisfaction:
  • Customer Service Reps are responsible for business ranging from $5 million to $20    maintain this high volume of business.
  • Receive and act with a high sense of urgency upon customer inquiries to service, product application, complaints, and possible substitutions, resolving directly or through other Coats American departments.  Initiate appropriate actions to perform customer service processes. Work with Customer Relations Manager in resolving any unusual problems.
  • Coordinate shipment and tracking of orders through the Traffic Department to ensure the most economical mode of transportation.
  • Empowerment of Customer Service Representatives to make instant service determinations thus adding value and increasing customer satisfaction:
  1. Accommodating customer returns.
  2. Waiver/negotiation of restock fee on returns.
  3. Price overriding.
  • Be sensitive to subtle indication of changes or dissatisfactions and report same to Customer  
  • Relations Manager or Sales as appropriate.
  • Investigate and recommend resolutions to customer inquiries requiring credit, debits, POD’s, returns, and quality complaints from customer accounts after obtaining proper documentation: invoices, packing slips and all customer service documentation.     
Education, Qualifications and Experience:
  • Minimum 2 year college degree
  • Experience using SAP
  • Minimum experience required: 3 years’ experience in a position requiring direct contact with customers
  • Analytical thinking
  • Good written and verbal communication skills
  • Knowledge of order processing and data base maintenance
  • Proven ability to handle difficult customer situations
  • Confident in Microsoft Office (Word, Excel, PowerPoint)
  • Knowledge of textile manufacturing processes
  • Bilingual (Spanish)
  • Proficient in spreadsheet analysis