What are the responsibilities and job description for the SOPS Account Specialist position at Signature Products Group?
Job Description
Job Description
Description : Position Purpose
The SOPS Account Specialist will serve as a critical link between the sales and operation teams, ensuring smooth communication and top-tier service for assigned customer accounts. This role will assist the Sales Manager and customers by managing accounts, updating the CRM, following up on sales programs, and ensuring overall account health. The SOPS Account Specialist will collaborate with various departments, including Sales, Demand Planning, Supply Planning, Logistics, EDI team, and Accounting, to provide comprehensive support, resolve issues, and maintain optimal account performance.
This role will work closely with both the Operations and Sales departments, and successful candidates should be comfortable working cross-functionally and balancing multiple priorities. Flexibility, strong communication skills, and a proactive approach are key for this position.
Responsibilities / Duties / Functions
- Account Management :
Act as a primary point of contact of support for assigned customer accounts, ensuring their needs are met and any issues are resolved promptly. Utilize highly perceptive customer service skills to proactively anticipate customer needs, address concerns, and deliver an exceptional service experience at every touchpoint.
Monitor and follow up on customer sales programs and product assortments, ensuring that all aspects of the program are on track and in alignment with customer needs. Monitor and support the execution, shipping, and reporting of new customer program launches. Mitigating any issues for an on time successful customer program launch.
Regularly confirm that customers have up-to-date product assortments, ensuring they are fully stocked and meeting in-store expectations, and work with customer accounts to obtain or develop on regular intervals the customer’s future purchasing forecasts for all program levels.
Maintain accurate and up-to-date customer information in the CRM, tracking interactions, program status, and key account metrics.
Oversee the overall health of the account by tracking in-stock rates, replenishment, and ensuring product availability. Collaborate with the customer, Demand Planning, and Supply Planning to resolve any issues.
Ensure that fill rates, forecasts, and special items (such as POP materials and in-store fixtures) are ordered accurately and delivered on time. Monitor any order issues with the EDI team, helping to address and resolve those issues as quickly as possible.
Work closely with Demand Planning, Supply Planning, the EDI team, and Accounting to resolve any issues related to customer orders, shipments, invoicing, or system-related concerns.
Maintain regular communication with customers to provide updates, address concerns, and ensure satisfaction.
Assist the Sales Manager assigned to the account by providing regular updates, insights, and addressing any operational concerns that may impact sales. Assist the Sales Manager in any efforts to optimize and grow the customer account’s success.
Qualifications and Competencies
Supervisory responsibilities
Benefits :
Requirements : Work Requirements
Each employee must be able to communicate clearly and effectively, utilize a computer, maintain a work schedule, and perform effectively in an office setting. To maintain and ensure secure privacy of brand partner (and other protected) information, an essential function of this job may require physical attendance in a defined office space. (i.e. corporate office location).
Employment with SPG requires compliance with and adherence to all SPG policies. The ability to work extended hours may be required.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.
