Account Services Rep

Brea, CA, 975 W Imperial Hwy, Brea, California, United States of America Req #2467
Tuesday, April 27, 2021


Alta Resources is Hiring!

 

The primary responsibility of an Order Management Rep is to accept and process the orders throughout the entire order life cycle.  In this role, the Order Management Rep will also be responsible for acting as a key liaison between the many functional areas involved in the order life-cycle process including account sales managers as well as customers. The Order Management Rep should ensure that all problems relating to the successful processing and shipment of orders are resolved, and that proper communication and reporting, internally and externally, are provided.


 


ESSENTIAL DUTIES AND
RESPONSIBILITIES
include
the following. Other duties may be assigned.


Taking and maintaining a proactive approach on all orders to
meet the customer's and client's needs


 


Review order activity through the use of various reports and
take the necessary action to ensure orders are being shipped complete and on
time.


 


Coordinate, plan, and maintain orders on upcoming
promotions, resets, ads and new releases for customers and ensure all internal
team departments are aware of any requirements and/or changes to ensure all
promotions, resets, new releases and customer orders are executed to highest
standard available to the customer. 


 


Analyze and assess  inventory timing & dispatch
requirements through the use of various reports and follows up on shipments to
ensure completion and 100% on-time delivery and communicate shortfalls
immediately.


 


Investigate shipment discrepancy inquiries from customers;
possesses the authorization to request Proof of Deliveries from duplicators and
forward to customers and to resolve billing errors and shipment discrepancies
via return authorizations.


 


Act as
a key liaison with: (1) Sales - To resolve customer service issues; (2) Credit
Department -To assist in resolving system invoicing problems, customer credit
issues, and deductions; (3) Distribution/Inventory Planning - Communicate and
follow up when large or select products are ordered to ensure proper handling
and scheduling of these orders 


Inventory / Demand Planning: Work with Client internal teams to ensure
than product inventory is sufficient to fulfill orders. Assure sufficient
margin of product for replenishment


 


Ensure
a high level of customer satisfaction through proactive account management.


Troubleshoot
and solve any problems or issues presented.


Obtain
and consistently update product knowledge.


Create
and build direct relationships within client's internal departments to ensure
information is being provided on a timely basis. Communicate with Operations/
Production regarding status on product availability and/or product issues.
Communicate special promotions/ needs for upcoming releases.


Manage all specific customer label info. Set up data and SKU
information in the Order Management System. Create and maintain New Item set-up
information from customer system (if applicable). Update information accordingly
in
Client internal systems.


 


Utilizes
technology to create and return customer data and records


Maintains
the refused shipment log prepared by the distributor and the ultimate
resolution of the refused shipment


Sets
up and maintains customer profiles and works with the sales force and customers
on the creation and set-up of Value Added Service orders including corrugate
assembly, bill of materials, and price stickering


Handles
and resolves inquiries from the sales force and customers regarding order
status and general product information, including keeping up-to-date with all
products, product numbers, order cutoff, street dates, person authorized to
give and/or change



Regular
attendance, punctuality and adherence to agreed-upon schedule of availability
are conditions of employment and essential function of this position.


LEADERSHIP RESPONSIBILITIES


Although
this position will not have responsibility for direct reports, the position
requires active leadership in the way of supporting strategic initiatives as
well as active personal development and application of the Six Sigma
methodologies.


QUALIFICATIONS 


To
perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative
of the knowledge, skill, and/or ability required. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential
functions. 


Displays
a high level of confidence, enthusiasm and a positive attitude with the desire
to succeed and exceed customer expectations. 
Has a passion to serve others. 


Excellent
interpersonal, verbal and written communication skills. Ability to establish
rapport, builds relationships and loyalty with external and internal customers
and coworkers, and remains tactful when communicating negative information.


Demonstrate
an ability to display patience, empathy, and strong listening skills while
ensuring customer needs are fulfilled in a timely and satisfactory fashion.


Demonstrate
an ability to maintain composure while diffusing and professionally negotiating
a high-tension situation on a routine basis. Strong retention skills with the
ability to follow a process flow and/or script as needed.


Highly
self motivated with the ability to prioritize complex, diversified
responsibilities, multi task effectively and execute tasks with minimum
supervision. Strong organization and time management skills. Ability to
prioritize work assignments effectively.


Solid
logical decision making and troubleshooting skills with the ability to problem
solve in a timely and effective manner. Exercises good judgment. Takes
ownership of issues or questions and will escalate problems to the appropriate
person and follow up accordingly to the customer. Knows when to involve
supervisors.


Ability
to maintain a high level of confidentiality by handling sensitive and private
client and customer information in accordance to Alta Resources and Client's
policies and regulatory requirements.


Embraces
change and is flexible to the needs of the business and team.


Proven
ability to meet deadlines and key metrics, work independently, as a team
player, and drive results in a fast paced, team based environment. Must be
willing to assist teammates and build strong relationships to achieve company
and department goals.


Ability
to accept and apply coaching and feedback from leadership.


Proven
track record of reliability and a strong work ethic is a must.


EDUCATION and/or EXPERIENCE 


High
school diploma or equivalent (GED, HSED) required. Post high school education
is preferred.


Previous
work experience in customer service, sales, training, member retention or
relevant work experience is required. Industry experience or any other service
related industry experience is highly desired.


Ability
to quickly learn complex program and product knowledge, work on a PC, accessing
and navigating multiple software applications in a Windows environment while
talking to the customer on the phone via a headset at the same time. Intermediate
to advanced knowledge and use of Microsoft Suite, primarily in Word, Excel,
PowerPoint, and Outlook is desired. Keying data entry efficiently and
accurately with proficiency in typing/keyboard is required. Polished phone
demeanor, tone and etiquette is required.


TECHNOLOGY
SKILL BASE


This
position requires a working knowledge of computer technology that includes, but
is not limited to: Intermediate to advanced Word, Excel, PowerPoint, and
Microsoft Outlook. Knowledge of Pivot tables and how to use effectively with
large data tables is important.  Must be
able to effectively and efficiently utilize multiple open Windows program
screens to effectively multitask.


LANGUAGE SKILLS


Ability to read, analyze, and interpret general
business periodicals, professional journals, technical procedures, or
governmental regulations.  Ability to
write reports, business correspondence, and procedure manuals.  Ability to effectively present information
and respond to questions from groups of managers, clients, customers, and the
general public.


 


MATHEMATICAL
SKILLS


Ability to add, subtract,
multiply, and divide in all units of measure, using whole numbers, common
fractions, and decimals.  Ability to
compute rate, ratio, and percent and to draw and interpret bar graphs.


 


REASONING
ABILITY


Ability to solve practical problems and deal with a
variety of concrete variables in situations where only limited standardization
exists. Ability to interpret a variety of instructions furnished in written,
oral, diagram, or schedule form.


 


PHYSICAL DEMANDS 


While performing the duties
of this job, the employee is regularly required to sit for up to eight hours,
and stand. Manual dexterity which allows the individual to use hands to type on
a keyboard, use a mouse and write are required, as is the ability to talk, and
hear.   The employee must occasionally
lift and/or move up to 25
pounds
.  Specific vision abilities
required by this job include close vision. 
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.


 


WORK ENVIRONMENT 


The work environment
characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.  The environment
for which this position functions contains scents and fragrances related to
product samples that are necessary to have on site in order to complete the essential
job functions of this position or others positions within the same area.  Due to the nature of this work individuals
are required to be on-sight during hours designated by the Client, however, the
occasion will arise when the employee must be off-site due to business
functions.


 


 


 




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Other details

  • Pay Type Hourly
  • Brea, CA, 975 W Imperial Hwy, Brea, California, United States of America