Job Detail
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| Key Account Representative |
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| Position Type |
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Full Time |
| Company Name |
Mountain Hardwear |
| Job Location |
Richmond
California, US |
| Date Posted |
Friday, December 18, 2009 |
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| Description : |
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Mountain Hardwear is announcing an opening in our offices near Point Richmond, CA.
General Position Summary:
Provide the highest level of customer service by responding to requests and inquiries with accurate information, in a courteous, efficient and timely manner to a group of customers identified as “Key Accounts”.
Act as the primary point of contact and initial resource for sales representatives and sales leaders on issues regarding the Key Accounts.
Ensure that all functions for the Key Accounts including order processing, maintenance and fulfillment, problem resolution, customer relations, first quality returns and credits and customer chargebacks are processed in a manner that fulfills the team vision.
Essential Functions/Major Responsibilities:
Anticipate and respond to product and order inquiries and field complaints from key accounts and sales representatives via phone and in writing. Includes computer research and coordination with other departments such as the Distribution Center, Planning Team or Credit Department. Requires prioritizing of such inquiries, with minimal guidance from supervisors, and ensuring prompt follow-up on these inquiries.
Assist the Key Account Manager with order management/auditing, trouble shooting/problem solving and project management. Provide efficient order management from placement of order to delivery of goods. Includes relaying any information on order modification or delays to accounts or sales representatives. Includes review of orders prior to shipping for accuracy, completeness, and special handling requirements.
Manage first-quality returns and refusals from Key Accounts, including but not limited to maintenance of documentation relative to order handling variances and Purchase Order non-compliance; researching chargebacks, price errors and other post-shipment issues. Provide account assistance in response to a request or need. Includes answering procedural questions, assisting accounts with complex orders, interpreting sales programs to accounts, or providing other information.
Teamwork with sales representatives and other customer service representatives is essential for efficient operation. Act as a member of the Customer Service team by setting a high professional standard in individual behavior for the demonstration of respect, courtesy and professionalism to others and by effectively working demonstrating comprehension and fulfillment of the team vision.
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| Requirements: |
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Requires ability to prioritize tasks and respond to urgent requests/inquiries with minimal supervisory involvement. Skills to include motivating and inspiring others. Ability to read, write, speak, and understand English including the ability to speak to groups of varying sizes. Requires excellent verbal and writing skills. Must be proficient in keyboard use and word processing with experience in spreadsheet applications. Must be able to maintain calm demeanor while dealing with difficult accounts and soothe distraught customers. Physical ability to use telephone, computer hardware/software including keyboard, type, sit and stand for extended periods of time, and occasionally lift/carry up to 10 pounds.
Education and/or Experience:
Bachelors Degree or equivalent and two to three years of customer service experience with a history of increased job responsibility. Experience should include mentoring and supporting less senior customer service representatives.
Job Conditions:
Job requires hours that often exceed 8 hours per day and/or 40 hours per week during peak periods.
Mountain Hardwear is a leading supplier of high end mountaineering, camping and backpacking equipment and clothing. Many high-altitude mountaineers, alpinists, ice climbers, big-wall enthusiasts and other hard-core outdoor adventurers make Mountain Hardwear their gear of choice.
Mountain Hardwear is a wholly owned subsidiary of Columbia Sportswear Company.
Visit our web site for a more detailed job description and to apply online:
http://www.mountainhardwear.com/careeropptunities.aspx
Please include cover letter and salary requirements and reference plum!
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1414 Harbour Way South; Ford Point, Suite 1005
Richmond 94804 |
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