Customer Service Representative, Dealer Support
3 weeks ago
About Obōz… Obōz Footwear is a wholesale brand founded in 2007. Bozeman, Montana is an outdoor adventurer’s paradise and it’s our home. It's what motivates us to lace up daily and explore the 18 million acres of Greater Yellowstone Ecosystem that surround us. A vast and breathtaking landscape just waiting to be explored on two feet. Bozeman is where it all started and it’s what inspired our name. Outside + Bozeman = Obōz. True to the Trail, and the four points of our compass; our people, your foot, the community, and the experience, guide everything we do. About the role… The role of Customer Service Representative, Dealer Support reporting directly to our Dealer Services Manager based in our office in Bozeman, Montana. This role ensures that our Dealers (primarily outdoor specialty retail stores) and Sales Representatives (Sales Reps) receive the best service based on Oboz standards of accuracy, responsiveness, and satisfaction. Implementing standard operating procedures (SOPs), serving as a Subject Matter Expert (SME) for order management systems, and proactively finding solutions are key expectations of this role. The person in this role builds strong relationships with Dealers, Sales Reps and internal Sales. DSRs need to be comfortable talking on the phone or corresponding via email about order status, billing, shipping/tracking, etc. in a way that exemplifies Oboz commitment to excellent customer service. Brand and Product Embody the brand – be True to the Trail Through brand, Shoe 101 and other training – understand our brand values, core product, what makes our footwear unique. Product Knowledge: Understand the product line architecture, end use, and fit well enough to make recommendations to Dealers and Consumers. Order Management: Systems and Process Become a Subject Matter Expert (SME) of the Oboz ERP system. Understand in depth the system functionality, have a comfort level in exploring how the ERP system is set up and could be optimized. Understand and maintain Customer Card files within the ERP – housing contact and shipping info, in-season terms/discounts, Sales Rep data, etc. Understand the end-to-end workflow from the creation of Sales Orders to the delivery of product (order placement, maintenance, allocation, pick tickets, shipped, delivery). Manage Sales Orders (Preseason and At Once) in the ERP system including order entry, uploading, revisions, auditing, etc. Through the ERP reporting tools or using Excel, be able to create reports on product trends, issues, complaints, and other relevant Dealer Services information, including ideas, action items and solutions. Understand and implement Standard Operating Procedures (SOP)/processes – adhering to what’s in place, but also identifying opportunities for changes, improvements, new ways of working. Understand and manage key and select account requirements and processes – vendor guidelines, value added services, etc. As required, communicate with the 3PL Warehouse to ensure accurate and timely shipments to Dealers. Dealer Services – Dealers, Key Accounts, Sales Reps Dealers: For the territories you manage, be familiar with and develop relationships that allow you to provide the best level of support. Key Account Dealers: For assigned key accounts (~ the top 10 of sales volume), develop a relationship with the key contacts, understand any nuances or unique needs of that account, manage the open order book with extra attention, note any risks or opportunities. EDI Account Dealers: Some accounts submit and manage orders via EDI (Electronic Data Interchange). Understand the guidelines and how EDI orders are managed. Sales Representatives / Territory Management: For the territories you manage, develop solid working relationship with the agencies – keeping them informed of all account-level risks and opportunities, understand and support their style of working, provide additional information as requested. Internal Sales: Provide updates and information proactively and as requested; be a partner in providing the best service to our Dealers. Customer Service: At times you might be asked to support Customer Service by fielding calls, emails and other communications with our end-consumers to answer product questions, track orders, provide warranty information, etc. Accomplish tasks and support within our SLA (service level agreement) timelines and expectations. How to apply… Obōz has a small but growing family-feel team. We care about our customers, the outdoors and each other. We love the outdoors, and are passionate about doing the right thing for a more sustainable world for us all to share. Are you in? Obōz is committed to a diverse, equitable and inclusive workplace. Please submit your CV. #J-18808-Ljbffr
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