Account Services Representative

4 weeks ago

Irvine, United States CamelBak Full time

The Account Services Representative position is responsible for all aspects of order processing from initial receipt of customer purchase order until the customer is satisfied with the delivery of their order. This position is the primary customer contact for a broad range of customer types, including Key and Specialty accounts. The ASR will also work alongside the Customer Operations Manager to lead the ASR Team, assuring that our processes are aligned and effective and that workload is balanced so that we can provide exceptional service to our internal and external customers, from account set up/maintenance to order receipt and shipment.


This position reports to the Customer Operations Manager and is based out of our Irvine, CA or Rantoul, IL offices.


As the Account Services Rep you will have an opportunity to:


  • Manage 5-10 B-level Key Accounts as the primary contact with purchasers by assuring alignment with PO terms and providing exceptional customer service throughout the entire lifecycle of the account management process.
  • Process orders with the expert attention to detail, including allocation, pricing, sku revisions, date expectations, shipping terms and value added services requirements.
  • Proactively share observations, ideas, concerns, etc…with Sales Team relative to incoming orders for the Key Accounts; in addition, provide thoughtful reporting and order management summaries as needed and/or requested by Sales Team.
  • With manager support, work alongside the Rec Specialty team to facilitate order management initiatives that include allocation projects, pricing updates, mass-changes to orders, order picks
  • With manager support, guide the Account Services Rep team to streamline account setup and maintenance processes, coordinate B2B tool SOP, meet credit department requirements, facilitate EDI launches and review of all new account requirements.
  • Assist in assigning peripheral work among the team to include internal orders (marketing, sales samples, etc…), prodeal orders and Vista leadership orders.
  • Lead the Accounts Services rep team in the launch and implementation of SalesForce CRM, assuring compliance and adherence with guidelines and expectations.
  • Work with credit department to systematically set up all new customers and perform Account Setup documentation per procedure.
  • Contact customers to coordinate ship dates and product availability.
  • Return all communication from customers within 24 hours.
  • Respond to customers promptly regarding all inquiries, shipment delays and POD’S.
  • Communicate sales order changes and amendments to all appropriate departments.
  • Prepare and coordinate various sales reports regarding shipping, bookings, open orders, back orders, forward orders and any related sales activities.
  • Resolve, with accounting, any invoice/credit issues.
  • Coordinate customer returns via RMA.
  • Provide back up customer service for any and all ASR’S.
  • Develop and maintain positive customer relations with both external and internal customers and staff.
  • Maintain an excellent understanding of CamelBak product and effectively communicate with regards to all product inquiries and questions
  • Effectively present information and respond to questions from management and team members.
  • Maintain excellent customer service to all accounts, sales reps and consumers.
  • Demonstrate initiative and problem-solving skills.


You have:

  • 2-3 years experience working directly with a broad scope of accounts in a consumer products industry
  • Previous experience with inside sales or customer service.
  • Experience managing orders for B-level key accounts.
  • Knowledge and understanding of Customer Service best practices, ERP systems, CRM and Microsoft Suite


You might have:

  • Associates degree or higher

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