What are the responsibilities and job description for the Account Support Representative position at Lucky?
The Account Support Representative assures high quality customer service by resolving product/service problems, providing product information and processing product orders. This includes assisting customers, sales reps and management with inquiries and maintaining effective communication to provide on-going support.
Position Responsibilities:
The Company is committed to providing reasonable accommodation to enable qualified employees with disabilities to perform the essential functions of their jobs as required by the Americans with Disabilities Act (ADA).
Catalyst Brands is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce, and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment on the basis of race, color, national origin, sex, age, religion, disability, genetic information, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, status as a covered veteran, status in the Uniformed Services of the United States, citizenship and any other characteristic protected by law (“Protected Characteristics”).
Physical Requirements
Position Responsibilities:
- Process product orders and provide prompt and efficient response and resolution to all customers’ requests.
- Assist customers, sales reps and management with inquiries or issues concerning orders.
- Analyze, review and process customer’s request for return authorization and credits.
- Maintain effective communication with customers to provide on-going information flow as it relates to sales, promotions and problems to ensure accurate billings and shipments.
- Provide technical and/or product information as required to respond to customer inquiries.
- Create spreadsheet reports from data base queries to analyze seasonal or time based sales and order information.
- Develop and maintain professional relationships with the buying staff and sales team to maximize service levels to customers. Monitor and communicate needs for final order confirmations.
- Collaborate with the vendor compliance team on new account requirements, vendor requirements changes and other brand initiatives.
- Provide documents and change process recommendations as needed to resolve and prevent chargebacks.
- High School diploma or its equivalent; Associate’s degree in related field preferred
- 3-4 years of related professional experience
- Customer Service Certification preferred
- Must display a mastery of intermediate C/S skills
- AS400 and EDI experience required
- MicroStrategy experience preferred
- Excellent telephone communication skills
- Excellent listening skills
- Strong written and verbal communication skills
- Strong computer skills (internet, mainframe, Excel & Word)
- Must be flexible and willing to accept change
- Strong organizational skills with the ability to multitask
- Ability to handle difficult situations
- Ability to work in a fast paced environment
- Must be able to work with pivot tables
- Travel may be required, based on business needs.
- Adhere to regular in-office presence (5 days a week on-site), including to engage in in-person team interaction, meetings and collaboration.
- Perform other duties as assigned by supervisor as the company retains the right to change duties to this position.
- Must have authorization to work in the United States.
The Company is committed to providing reasonable accommodation to enable qualified employees with disabilities to perform the essential functions of their jobs as required by the Americans with Disabilities Act (ADA).
Catalyst Brands is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce, and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment on the basis of race, color, national origin, sex, age, religion, disability, genetic information, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, status as a covered veteran, status in the Uniformed Services of the United States, citizenship and any other characteristic protected by law (“Protected Characteristics”).
Physical Requirements
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards.
- Ability to maintain regular and timely attendance consistent with the ADA, FMLA and other federal, state and local standards.
- Ability to remain in a stationary position for up to 8 hours per day
- Ability to constantly operate a computer, other office equipment and look at a monitor for up to 8 hours per day
- Ability to clearly and accurately communicate and exchange information verbally, in writing, or through other means in person, telephonically, or through virtual communication methods
- Ability to reach at or below shoulder level
- Ability to carry equipment, move boxes/samples, etc.
- For Stores & Distribution Centers: Bend, lift, open and move product and fixtures up to 50 lbs., as needed.
