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Customer Relations Assistant

2 months ago

Aurora, United States MacKenzie-Childs Full time
Job Details Job Location Corporate - Aurora, NY   Salary Range $17.00 - $21.00 Hourly Description

Position Summary:

The Customer Relations Representative is a key member of our Wholesale team and plays a vital role in delivering top-notch customer service and sales support to our retail partners.

This position is responsible for meeting operational and logistical deadlines to support our extensive network of Major customers.

This position should be able to effectively communicate corporate strategies, develop tactical business plans and manage operationally to assist in growing sales with key accounts.

Essential Job Duties and Responsibilities:

  • Leads a team in supporting all aspects of Customer Relations for Wholesale account needs to ensure strong customer relationships with our key retail partners. This includes:
    • Prompt and professional responses to all emails and phone calls from customers.
    • Works independently, and collaboratively with the Sales Team, to deliver the best possible customer experience to all of our retail partners while adhering to MacKenzie-Childs guidelines.
    • Ensures timely receipt of orders and collaborates with warehouse/operations teams to process shipments and provide requested tracking information.
    • Attends periodic touch base calls with sales team and customers
    • Shares operational and logistical business updates and sales goals to accounts with follow-up telephone calls as necessary.
    • Attention to detail and sound knowledge of product information to complete necessary documents

Essential Job Duties and Responsibilities (cont.):

  • Item set-ups and Sku Add forms (Majors) - assists in adding new items and updating changes to existing/active items.
  • Atlanta Market - supports "Go to Market" & all aspects of preparation and supports all Wholesale team Selling initiatives (2x /year), including but not limited to:
    • Assist with Market Appointments and putting together linesheet binders for Market
    • Works closely with Account Managers on all Pre-market coordination for the week.
  • Pre-Market - supports all Major's meetings for those retailers visiting Aurora
  • Samples - Coordinates sample distribution to accounts for advertising purposes.
  • Asset Management - assists accounts with pulling and sharing content (images, videos, etc) from asset library where applicable.
  • RMA/RTV - processing upon approval and using the guidelines established below:
    • RMAs under $5,000 (includes damaged/defective) can be approved by Sales and Account Services
    • RTVs over $5,000, needs VP of Sales approval
    • RTVs over $10,000 needs CCO approval

Responsibility: Pricing and Purchase Orders

  • Supports Sales Manager upon request for Order Tracking, Backorders and On-hands - checking stock on items if an account should ask
  • Acts as liaison between Sales Team and warehouse to address any PO updates or issues brought about by Majors:
    • PO Extensions - warehouse should let customer service know when they need an extension and Customer Relations should email account and ask for the extension (CC: Sales Manager)
    • PO Edits - when EDI Orders come through with incorrect costing or delivery dates or ANY PO changes... Customer Relations should email the account with corrections needed (CC: Sales Manager)
  • Ensures timely receipt of Purchase Orders (EDI) and collaborates with warehouse/operations teams to process shipments.
  • Monitors EDI orders for pricing, extensions, etc
  • The Customer Relations Reps manage and coordinate all Price Changes/Edits communication between Wholesale Team (Sales Managers) and Planning (Laura).
  • Drop Ship items - Once a Sales Manager has confirmed styles and costs on a list of DS items, the Sales Manager should forward the list to Customer Relations Rep to upload into system for Checkmark uploads (below).

o Sales Manager must submit in MC checkbox format (i.e. Acct, MC sku, designation) with requested due dates

o Check box, BPN and pricing include (all using required templates):

**Note - the Sales Manager should only jump in after 2 or more emails are sent with no buyer/planner response and ask for a response

Supervisory Responsibilities:

None

Qualifications

Education and Experience:

  • 4-year College Degree or equivalent work experience
  • Data entry
  • Microsoft applications

Special Requirements:

  • Mandatory travel to tradeshows semi-annually. (Atlanta and Dallas as needed)

Location: Aurora, NY

Knowledge, Skills, and Abilities:

  • Ability to multitask and work in a fast-paced, dynamic and changing environment with a focus on meeting deadlines.
  • Excellent attention to detail.
  • Ability to read and interpret paperwork.
  • Maintain consistent, dependable attendance
  • Computer proficiency includes word processing, data entry, spreadsheets, and generating reports using standard software applications.
  • Excellent communication skills, both written and verbal.
  • Excellent organizational and project management skills.
  • Attention to details and time management skills.
  • Ability to maintain accurate records and data files.
  • Ability to analyze and solve problems.
  • Dedication to excellent customer service

Equipment Used:

Computer, printer, telephone, photocopier, fax machine, scanner, and calculator.

Software: Outlook, Word, Excel, Adobe Acrobat, and NuOrder, Scene7, Netsuite

Physical and Mental Requirements:

  • Ability to sit, stand, walk, talk, hear, reach, push, pull, crouch, kneel, bend, climb, use fingers to grasp, handle, feel, and perform repetitive motions of hands or wrists.
  • Exerts up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to move objects.
  • Light mental and visual attention required for performing work where there is some variety but actions taken and decisions made are limited to few possibilities. Work requires some coordination with others.

Environmental Conditions:

Work is performed in a typical office environment where there is no substantial exposure to adverse environmental conditions.

Mackenzie-Childs is an EEO employer