Account Representative

Summary/Scope:

The position advocates for our clients in their accounts' daily operations while providing exceptional customer service and developing a business partnership focusing on order management through the entire lifecycle - from order receipt and entry to product delivery and invoicing. The Account Manager is expected to take the initiative, ownership, and responsibility to monitor, maintain, and achieve KPIs (Key Performance Indicators) that promote the highest levels of Customer Satisfaction and transform client relationships into a successful partnerships.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Responding promptly to customer inquiries via telephone, email, online chat, or in-person providing the highest level of customer support
• Uses knowledge of assigned accounts, becoming an expert with the clients' market trends, products, and our services, or other assigned area of expertise to answer inquiries
• Proactively manage, analyze, monitor, and maintain successful KPI's (Key Performance Indicators) for all assigned accounts
• Ensures that appropriate actions are taken to resolve customers' problems and concerns
• Manages and maintains customer accounts records with details of order status and fulfillment, inventory, inbound/outbound, returns/replacements, interactions, inquiries, complaints, or comments
• Partners with warehouse operations, IT, sales, and Finance to define customer expectation, recommends solutions to internal team and clients to meet their requirements
• Manages the Service Level Agreement compliance and other contractual agreements and requirements
• Manages and ensures a successful onboarding process of new customers by providing extraordinary customer service and guidance to proactively collecting all required information, reviewing, delivering project manual
• Coordinates and communicates with warehouse operations, IT, sales, and finance, and other internal team members of new and currents projects
• Document and update internal customer SOPs based on client interaction.
• Performs other related duties as assigned.

​Required Skills/Abilities:

• Excellent verbal, written communication, active listening, and attention to detail skills
• Excellent customer service, organizational, and time management skills
• Ability to meet deadlines
• Strong analytical and problem-solving skills
• Proficient with PC applications - MS Office (Word, Excel, PowerPoint, Outlook) required.
• Proficiency with computerized distribution systems

Education and Experience:

• High school diploma or equivalent.
• Bachelor's degree preferred but not required.
• Excellent proven work experience with Account Management, Customer service, or Sales.
• Relevant experience with 3PL or E-commerce prefered but not required.
• Bilingual (Mandarin/English)

Job Types: Full-time

Benefits:

• Paid time off
• Quarterly Incentives

Experience level:

• No experience needed

Schedule:

• Monday to Friday

Supplemental pay types:

• Night & Weekend Bonus

Language:

• Mandarin (Required)

Work Location: In person