Key Client Service Coordinator

2 months ago

Bannockburn, United States CHAMPRO Full time

CHAMPRO is a growing branded manufacturer & distributor of team sports equipment and apparel. We are privately owned and have been delivering high-value, traditional & innovative athletic equipment and apparel via outstanding, integrity-driven customer service for thirty-five years. We currently have an immediate opening for an experienced Customer Service Specialist.
- This role is a hybrid role working 2-days a week from home and 3-days a week in the office._

*** Position**:
As a Key Client Service Coordinator, you will be responsible for managing and nurturing relationships with our retail key clients. Assisting our Key Account Manager and internal teams, you will serve as the primary point of contact for these clients, ensuring their needs are met and their expectations are exceeded. This will include the handling of various tasks of order processing, returns, compliance, shipping, pricing, and invoicing to ensure customer satisfaction. This role will report to the Director of Customer Experience.

**Responsibilities**:

- Manage At Once, Future Bookings, and Auto Replenishment orders. Manually changes terms, discounts, mode of delivery, and add RB notes accordingly. (Order maintenance, could split off accounts etc.)
- Send order confirmations
- Request cancelation and delivery extensions from retailers, as needed
- Monitor backorders and release them to the warehouse as product become available
- Confirm any labeling issues including price, UPC, SKU details, or product placement alignment based on customer requirements
- Collaborate with the IT department on cross-referencing SKUs for EDI purposes
- Monitor key client accounts, track performance metrics, and provide regular reports to management on client satisfaction and account health
- Create requests for customer specific SKUs that have labeling and price ticket requirements
- Participate in meetings as needed to support relationship-building efforts
- Monitor and execute Vendor Compliance policies and requests
- **Requirements**:

- Strong track record of accomplishments and results
- Ability to understand/analyze client needs and take necessary steps to meet those needs
- Independent self-starter, effective team player with creative problem solving and decision-making skills to help the organization achieve its earnings objectives
- Strong verbal and written communication skills; ability to articulate needs
- Ability to instantly build rapport
- Negotiation skills
- Strong interpersonal skills to effectively interact with all levels of internal and external customers
- Organizational skills
- Adaptable/Ability to react to situations
- Ability to work independently on projects with mínimal supervision as well as the ability to lead on key account projects
- Work effectively and efficiently under pressur
- Understands general business principles
- **QUALIFICATIONS**:

- Bachelor’s Degree Preferred
- Minimum 2 years customer service experience with key account exposure preferred
- History of working in high volume, fast-paced customer-oriented environment
- EDI experience required
- AX experience a plus
- Mathematical aptitude
- Proficient in Microsoft Office

**COMPANY CULTURE**:
We are proud to offer eligible associates a full-range of benefits including medical, dental, vision and life insurance, as well as short-term and long-term disability, 401K, Profit Sharing, paid time off, holidays, and reimbursement toward gym membership fees. A collaborative atmosphere working together to exceed our customers’ expectations, as well as, an Equal Opportunity Employer bringing together diverse individuals to develop new and innovative solutions.

/Hybrid

Flexible work from home options available.

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