Job Description

The Customer Service Representative is a customer advocate within the Customer Service team that works to build a strong relationship with our internal and external customers (retailers, sales representatives, product/category managers). Every day, the CSR will work to strengthen our relationship with our accounts across the region. This work will include placing orders and responding to customer inquiries regarding inventory, pricing, and delivery. This role is accountable for meeting targeted metrics to their assigned accounts.

The CSR will own the order book for their assigned account list, which can include regional accounts, national accounts, or internal accounts.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The duties and responsibilities described below represent the expectations of a customer service representative.

• Reinforce a positive and supportive day to day team environment
• Create new orders and revise existing orders. Effectively communicate order status with customers via telephone, email and chat.
• Build strong relationships with our dealers and sales representatives by focusing on customer needs, problem solving, and follow through to drive repeat business
• Own the order from creation through delivery to ensure allocation, fulfillment, and On Time, In Full delivery. This will include pre-season orders, contract orders, in-season reorders, sample/promotional orders, and returns.
• Work with Customer Service leadership to achieve and exceed monthly financial targets for shipping
• Partner with Credit and Accounts Receivable team to manage credit challenged accounts
• Use reporting tools to monitor orders that do not comply with Salomon order book policy and ensure all stakeholders are notified of order status. This may include:
  • revising existing orders
  • making cancelations or substitutions
  • providing ETAs or adjusting shipment windows
  • adding or removing delivery blocks
• Identify and investigate any discrepancies in the order book and communicate with internal and external stakeholders to clarify and resolve issues.
• Monitor inbound order flow to ensure accuracy of order data (pricing, seasonality, assortment, SKUs). Investigate and resolve any issues with order data via EDI or ZGOIN.
• Utilize all training and organizational resources to uphold and accurately perform assigned responsibilities and business procedures
• Assist team members with their workload as needed to meet team KPIs.

ADDITIONAL RESPONSIBILITIES:

Additional responsibilities will be assigned as the team member develops the knowledge, skills and abilities to execute more complex tasks.

• Support onboarding and training new team members to build skills in Salesforce, SAP, Excel, EDI, etc.
• Utilize SAP, Analysis for Office, and Power BI to create ad hoc reports for leadership, sales, or other stakeholders
• Contribute to system and process improvement discussions and projects.
• Assist with testing of new tools and processes for the customer service organization
• Become as SAP Key User

Qualifications

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High School Diploma or equivalent experience
• 3-5 years of customer service experience, optimally in B2B, consumer goods business
• Experience using SAP, or similar Point-of-Sale / order management system
• Proficiency in Microsoft Suite (Outlook, Excel, Teams, SharePoint)
• Experience using Salesforce, or similar CRM tool
• Strong interpersonal skills and ability to empathize with customers in sometimes tense situations
• Self-Driven, able to hold self-accountable to KPIs and Targets
• Ability to adapt to change priorities and business needs,
• Excellent communication skills and self-confidence to work independently in an array of business areas.

Additional Information

PHYSICAL DEMANDS & WORKING ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to travel, talk and hear. The employee is frequently required to sit, stand and walk. The employee must occasionally kneel, stoop, crouch, twist and lift to 30 pounds, with or without accommodations.

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate, but can involve exposure to varying noise levels, ranging from moderate to loud, as well as flashes of light.