Amazon Account CARE Specialist
What We Offer
- Company performance bonus in addition to base salary
- Flexible work opportunities including flex schedules and remote work from home up to two days per week (if applicable to role)
- Professional development opportunities including tuition reimbursement, course training, and networking
- A competitive benefits package including medical, dental, vision, 401(k) with company match, paid time off (PTO), volunteer time off (VTO), and paid holidays
- Fun and engaging activities including department outings, holiday parties, and our annual company-wide dinner
Position Summary
This position will be responsible for Amazon accounts and will demonstrate a commitment to customer retention through superior customer service. This role will be responsible for the entire order management process including managing the Amazon account order book, order balance sheet, and inventory data; serves as the main point of contact for all customer services issues and acts as the liaison to the sales operation leadership; responds to customer’s inquiries or complaints regarding Seaman Corporation’s products or services and determines best methods to resolve complex customer service problems to ensure customer satisfaction and adherence to organizational policies; works collaboratively with suppliers, production, sales, customer experience, and procurement to anticipate, fulfill and exceed customer expectations and order needs; takes ownership of customer service function and order management process; exercises good judgement and sound decision-making to ensure customers’ total satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manages a portfolio of key accounts with sales orders and order management; ensures accuracy and on-time delivery is achieved
- Assists the greater Amazon Account Management team with project support as needed
- Oversees order management for designated customers; anticipates customer needs and proactively orders needed material/supplies
- Covers logistical elements required with scheduling of customer orders and job site deliveries
- Maintains status of all open orders to ensure timely delivery and provides customer service regarding order status and logistics issues
- Proactively communicates any changes in delivery dates or other changes to the customer and the Regional Sales Rep.; works with internal and external Seaman Corp team to provide superior service to customer base
- Works collaboratively across the organization and liaises with Amazon Account Management Team, production, sales, operations, customer experience, and procurement and communicates with them regularly
- Answers phone and electronic inquiries from Customers and Regional Sales Managers/Reps
- Processes purchase orders from customers and works collaboratively with procurement on the expectations required on deliveries for key strategic account projects
- Enters and verifies orders
- Clarifies order details
- Sets up new customers in order management system
- Enters order in order management system
- Checks stock levels
- Meets with Operation and 3rd party logistics teams
- Advise customers on product availability; Coordinate among customers to meet minimum run sizes
- Communicates with Credit Manager to resolve credit hold issues
- Processes Debit/Credit memos, quality or complaint issues, color matching requests
- Serves as a change agent and advocate to implement recommended processes and system improvements required to meet future business needs
- Provides back up support for 3rd party vendor/supplier quotes
- Serves as a change agent and advocate to implement recommended processes and system improvements required to meet future business needs
Required Qualifications
- 3-5 years of customer service experience with technical products and a proven track record
- Good written and verbal communication skills required
Preferred Qualifications
- Previous large key account management and logistics experience is preferred
- Oracle or other ERP experience preferred
- Bachelor’s degree preferred