SOPS Account Specialist

3 weeks ago

Salt Lake City, United States Signature Products Group Full time

Job Type

Full-time

Description

Position Purpose

The SOPS Account Specialist will serve as a critical link between the sales and operation teams, ensuring smooth communication and top-tier service for assigned customer accounts. This role will assist the Sales Manager and customers by managing accounts, updating the CRM, following up on sales programs, and ensuring overall account health. The SOPS Account Specialist will collaborate with various departments, including Sales, Demand Planning, Supply Planning, Logistics, EDI team, and Accounting, to provide comprehensive support, resolve issues, and maintain optimal account performance.

This role will work closely with both the Operations and Sales departments, and successful candidates should be comfortable working cross-functionally and balancing multiple priorities. Flexibility, strong communication skills, and a proactive approach are key for this position.

Responsibilities/Duties/Functions

  • Account Management:
    Act as a primary point of contact of support for assigned customer accounts, ensuring their needs are met and any issues are resolved promptly. Utilize highly perceptive customer service skills to proactively anticipate customer needs, address concerns, and deliver an exceptional service experience at every touchpoint.
  • Sales Program Support:
    Monitor and follow up on customer sales programs and product assortments, ensuring that all aspects of the program are on track and in alignment with customer needs. Monitor and support the execution, shipping, and reporting of new customer program launches. Mitigating any issues for an on time successful customer program launch.
  • Product Assortments:
    Regularly confirm that customers have up-to-date product assortments, ensuring they are fully stocked and meeting in-store expectations, and work with customer accounts to obtain or develop on regular intervals the customer's future purchasing forecasts for all program levels.
  • CRM Management:
    Maintain accurate and up-to-date customer information in the CRM, tracking interactions, program status, and key account metrics.
  • Account Health Monitoring:
    Oversee the overall health of the account by tracking in-stock rates, replenishment, and ensuring product availability. Collaborate with the customer, Demand Planning, and Supply Planning to resolve any issues.
  • Order Management:
    Ensure that fill rates, forecasts, and special items (such as POP materials and in-store fixtures) are ordered accurately and delivered on time. Monitor any order issues with the EDI team, helping to address and resolve those issues as quickly as possible.
  • Cross-Departmental Collaboration:
    Work closely with Demand Planning, Supply Planning, the EDI team, and Accounting to resolve any issues related to customer orders, shipments, invoicing, or system-related concerns.
  • Customer Communication:
    Maintain regular communication with customers to provide updates, address concerns, and ensure satisfaction.
  • Sales Support:
    Assist the Sales Manager assigned to the account by providing regular updates, insights, and addressing any operational concerns that may impact sales. Assist the Sales Manager in any efforts to optimize and grow the customer account's success.
Qualifications and Competencies
  • Proven experience in customer service, sales support, or account management, ideally in an operational role
  • Strong understanding of CRM systems and account management processes
  • Excellent communication skills, both written and verbal
  • Ability to work collaboratively across departments
  • Detail-oriented with strong organizational skills
  • Proficient in Microsoft Office (Excel, Word, Outlook)
  • Familiarity with supply chain processes, EDI systems, and inventory management is a plus
  • Problem-solving mindset with a customer-first attitude
Supervisory responsibilities
  • N/A
Benefits:
  • 401(k) matching
  • Health insurance - Including Vision and Dental
  • Health savings account
  • Life insurance
  • Employee assistance program
  • Flexible schedule
  • Paid time off
  • Bonus


Requirements

Work Requirements

Each employee must be able to communicate clearly and effectively, utilize a computer, maintain a work schedule, and perform effectively in an office setting. To maintain and ensure secure privacy of brand partner (and other protected) information, an essential function of this job may require physical attendance in a defined office space. (i.e. corporate office location).

Employment with SPG requires compliance with and adherence to all SPG policies. The ability to work extended hours may be required.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

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