E-Commerce Account Services Representative

2 days ago

West Valley City, United States Petzl Full time

Petzl America is looking for a rock star to join our Account Services (AS) team. The successful candidate will have a high attention to detail, superior customer relationship development skills and is familiar with Petzl products verticality and headlamp markets. SAP and Salesforce experience is preferred. The E-Commerce AS Representative will provide sales support and customer account management, in partnership with Petzl sales reps, for our United States customer base.

This includes phone and electronic communication support to prospective dealers, retail employees, and retail customers. The position will work closely with other territory account service representatives, independent external sales reps, and the Sport and Pro Division sales team to provide frontline assistance with in-bound orders, product questions, delivery status, technical information, and after sales support.

Some of the tasks and responsibilities include:

ORDER MANAGEMENT

  • Process and trouble shoot all incoming Customer E- Commerce orders
  • Send order confirmations as requested by our Customers
  • Optimize order consolidation to increase shipping and receiving efficiency
  • Communicate with Customers when needed, as to the status of their order.
  • Review orders daily to correct any issues, errors or anomalies to maximize operational efficiency across the Petzl America organization
  • Process bids and quotes with high attention to detail
  • Actively manage backordered products in terms of shipping efficiency and appropriate Carrier settings
  • Effectively managing Customer orders to reduce cancellations and chargebacks
ACCOUNT / CUSTOMER MANAGEMENT
  • Update the appropriate person when information in Petzl's Customer Relations Management software (Salesforce) needs correction, adjustment or modifications
  • Review and Renew Pro Purchase Program accounts.
  • Create Customer Care files for incoming order errors
  • Communicate with Customers all critical information regarding their orders and account status as required
  • Respond to all inbound Customer inquiries / questions pertaining to the E-commerce areas of responsibility
  • Develop and maintain Process & Procedure documentation for all accounts with variables outside of normal Customer management and ensure this knowledge is shared
INTERDEPARTMENTAL COLLABORATION
  • Coordinate with the Vendor Compliance Specialist special allocation needs for Customers
  • Coordinate with the Inventory Manager all exceptional quantity orders
  • Coordinate with the Distribution Center any special shipping needs
  • Coordinate with the Finance team for order block issues due to credit holds
  • Collaborate closely with the Sales Department and Sales Reps to ensure sales goals are met or exceeded

This position is located in our Platinum LEED certified Salt Lake City office located at 2929 Decker Lake Drive. We offer a full array of health & welfare benefits including: Medical, Dental, Vision, Life Insurance, Paid Time Off, Holiday Pay etc.

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