Account Representative

About the role

The role of the Account Representative is to ensure customer expectations are being met through developing effective relationships with accounts and sales representatives, order management, and collaboration with internal departments. The Customer Relations team partners with Sales and serves as the internal voice for B2B customers, which includes Key Accounts, Teams & Concessionaires and independent retailers. They understand both the customer perspective and internal processes, helping to provide solutions that balance both sides when possible. Through order management they oversee revenue across the entire order‑to‑cash process.

Responsibilities

• Provide exceptional service to assigned accounts which may include National retailers, MLB/NFL teams, and independent retailers
• Have frequent interaction with, and communicate directly with assigned accounts, sales representatives and internal departments to ensure requests, issues and concerns are being addressed and resolved in a timely manner
• Responsible for assessing and resolving any issues that prevent their assigned accounts from meeting service level targets or standards – to be accomplished individually or through collaboration with other departments and sales representatives
• Coordinate with sales reps to create and implement action plans to address service/compliance issues related to assigned accounts
• Responsible for making sure orders for assigned accounts ship on time and are shipped within their assigned accounting month, including root causing and resolving any issues that are delaying orders
• Analyze and maintain SAP/BI reports daily and take appropriate actions to ensure orders are processed timely and accurately
• Investigates initial requests for returned items, negotiates with customer to keep items and corrects the situation as needed while adhering to the returns and cancellation policies
• Reviews EDI documents and exceptions daily
• Work with internal departments and business partners to ensure vendor compliance requirements are being met
• Enter domestic and global orders into SAP as necessary
• Provide accurate timely response to account order inquiries such as order status
• Proactively provide images as requested by accounts
• Analyze data for account assignment through open orders, sales analysis and buying history to standardize and improve the efficiency and effectiveness of customer relations and recommend continual improvements
• Keeps sensitive information confidential
• Other duties as assigned

Knowledge, Skills and Abilities

• Computer skills including MS Office. SAP knowledge a plus.
• Must be able to predict, diagnose and problem solve using process improvement skills and root cause analysis to exceed expected job requirements with mature judgment
• Excellent ability to prioritize and approach assignments with focus and sense of urgency
• Enthusiastic positive attitude
• Must be punctual and possess a strong work ethic
• Strong attention to detail
• Ability to grasp new information and retain knowledge for use in answering account inquiries
• Excellent verbal and written communication skills and the ability to also exercise listening skills
• Must be organized, excellent time management skills, as well as follow through
• Ability to effectively communicate and foster relationships with accounts, sales reps and internal departments in a professional manner
• Strong interpersonal skills
• Ability to work with minimum supervision and independently prioritize work without missing critical deadlines
• Ability to lead and motivate team members without direct authority
• Ability to evaluate and understand supply chain operations to effectively manage change

Qualifications

Bachelor’s Degree in Business Administration, Communications, or related field preferred; additional experience will be considered in lieu of degree. One (1) to Three (3) years of experience within Key Account Management, Customer Service, or customer relations required.

Travel requirement: 0% to 5%; domestic and/or global.

Pay

The salary range for this posted position is $50,500‑$62,000 (plus bonus & benefits) and pertains to candidates located in Western New York