What are the responsibilities and job description for the Account Support Representative position at RG Barry Brands?
Basic Function:
This role is responsible for the end-to-end management of a dynamic, complex and high-volume account base for RG Barry Brands (Dearfoams, Baggalini, Columbus Product Group). This role is responsible for ensuring that customer purchase order needs and expectations are met from order receipt through to order shipment and invoicing and involves partnering with several key areas across the organization such as in Supply Planning, Demand Planning, Distribution, Logistics, Credit and IT in order to do so. Other key components of this role are building, and maintaining, strong relationships with the sales reps and accounts within your assigned account base and developing, and executing, strategies to help maximize their orders and helping to achieve monthly, quarterly, seasonal business goals.
Specific Responsibilities:
1. Order Processing - For immediate and future shipments, from receipt via EDI, B2B, Manual Entry. To do so you will be resolving any processing issues, validating key order details for accuracy (in pricing, value added services, etc.) and identifying, and working through any inventory or fill rate challenges. You will be partnering with Supply Planning, Demand Planning, Distribution, Logistics, IT, Credit in order to maximize the shipment potential of these orders and to confirm their adherence to both customer expectations and internal policy and process guidelines.
2. Order Book Management – Daily, you will be reviewing, and taking action on, orders within your account base, analyzing both reporting and our ERP system to do so. Specifically, you will be identifying orders to release for shipment, review orders against incoming supply and ship windows, identify potential/actual issues and opportunities and work with internal teams to address and escalate, as needed. In parallel, you will provide focused updates to sales and accounts with recommendations on execution and next steps. Additionally, as you manage your order book, you will look to drive account and order book enhancements and efficiencies to optimize execution.
3. Sales Relationship Management – This responsibility includes building, maintaining and continuing to grow partnerships with assigned sales reps. This includes opportunities to work with them on proactive account management to further grow and develop their business, ensuring key shipments are executed and that customer and company expectations and objectives are met. You will work closely with your assigned sales reps and be their internal point of contact for all account management executions. In doing so, you will partner and communicate with them on a regular basis, both ad hoc as needed and via planned updates/meetings. These communications will include regular order book status updates and will be compromised of both proactive, and reactive, communication and provide detailed, anticipatory, recommendations for execution and next steps.
4. Account Relationship Management – You will be responsible for being the subject matter expert of your assigned accounts, using your knowledge of their requirements and ways of working to drive executions in their orders and set ups, to ensure their expectations are met. Additionally, you will be the internal point of contact for your assigned accounts, addressing their requests and collaborating with sales on communication to them.
5. Phone Support – You will be responsible for answering overflow calls from our outsourced consumer team to support consumer requests regarding brand or product information, order assistance and order placement.
Qualifications and Competencies:
- 2-5 years of Account Support/Customer Service experience
- Excellent customer service skills
- Ability to build strong internal and external relationships and partner collaboratively
- Ability to keep track of, and follow through on, multiple situations or issues at a time
- Motivated, with an ability to work independently, and as a part of a team
- Ability to organize and prioritize
- Ability to be flexible, learn quickly and adapt to change
- Strong analytical skills
- Strong written and verbal skills
- Strong computer skills, particularly in Excel, Outlook, Word; Exenta knowledge a plus
- Bachelor’s Degree or equivalent experience