Account Support Representative

Role Overview

• Process product orders and provide prompt and efficient response and resolution to all customers’ requests.
• Assist customers, sales reps and management with inquiries or issues concerning orders.
• Analyze, review and process customer’s request for return authorization and credits.
• Maintain effective communication with customers to provide on-going information flow as it relates to sales, promotions and problems to ensure accurate billings and shipments.
• Provide technical and/or product information as required to respond to customer inquiries.
• Create spreadsheet reports from data base queries to analyze seasonal or time based sales and order information.
• Develop and maintain professional relationships with the buying staff and sales team to maximize service levels to customers.
• Monitor and communicate needs for final order confirmations.
• Collaborate with the vendor compliance team on new account requirements, vendor requirements changes and other brand initiatives.
• Provide documents and change process recommendations as needed to resolve and prevent chargebacks.

Requirements

• High School diploma or its equivalent; Associate’s degree in related field preferred
• 3-4 years of related professional experience
• Customer Service Certification preferred
• Must display a mastery of intermediate C/S skills
• AS400 and EDI experience required
• MicroStrategy experience preferred
• Excellent telephone communication skills
• Excellent listening skills
• Strong written and verbal communication skills
• Strong computer skills (internet, mainframe, Excel & Word)
• Must be flexible and willing to accept change
• Strong organizational skills with the ability to multitask
• Ability to handle difficult situations
• Ability to work in a fast paced environment
• Must be able to work with pivot tables
• Travel may be required, based on business needs.
• Adhere to regular in-office presence, including to engage in in-person team interaction, meetings and collaboration.
• Perform other duties as assigned by supervisor as the company retains the right to change duties to this position.
• Must have authorization to work in the United States.

Benefits

• Medical/dental/vision insurance starting on day one
• Term life insurance
• Paid vacation/holidays
• 401(k) Savings Plan with company match
• Associate discount across all Catalyst Brands