Key Accounts Specialist

Company Description
For over 50 years, Feizy has defined industry standards for quality hand-knotted, hand-tufted, and power-loomed rugs, providing luxury at any price. Embracing a family tradition of four generations, Feizy Rugs brings beauty to interior designs by building on the exceptional quality standards establishing in 1973 by company founder and CEO, John Feizy.
Job Description
The Key Accounts Specialist coordinates internal resources and vendors for the flawless execution of projects for customers with orders that are designated as FOB ("Free on Board") or POE ("Point of Entry"). These are large-scale orders that may or may not include custom product development and/or customer-specific labeling and POP. Is a go-to for customers such as At Home, Costco, Fred Meyer, etc.
Ensures that all projects are organized, delivered on time, within scope and within budget. Works closely with Client Services, Sales, Operations, Purchasing & Inventory, Marketing, Product Development, and Warehouse team members to provide excellent customer service, while operating in an efficient and profitable manner, to increase client satisfaction, loyalty, and retention. Develops strong relationships with internal and external customers to help promote Feizy products and services. Strives to help improve operational efficiencies, with the goal always of providing excellent customer service.
This role requires intermediate to advanced Excel skills-- at a minimum must be able to create pivot tables and formulas and use v-lookup. Without exception a perfect attendance record is a must!
Essential Duties

• Develops project scopes and objectives by working closely with key stakeholders (this includes: Sales, Purchasing & Inventory, Operations, Warehouse and Marketing) to ensure technical feasibility-- whether we have the product and we can deliver within the requested timeframes.
• Uses smartsheets to develop detailed projects plans and track progress, ensuring resource availability and allocation.
• Coordinates internal resources and third-party vendors for the flawless execution of projects.
• Partners with stakeholders to manage changes in project scope, schedule, and costs, escalating to management as needed.
• Ensures that all projects are delivered on time, within scope and budget.
• Promptly responds to customer requests via phone and email.
• Researches, prioritizes, and resolves customer inquiries in a timely and accurate fashion.
• Manages the Key Accounts in-box, responding to questions and escalating or resolving customer complaints or issues as necessary.
• Fulfills sales orders and processes returns for customers with distribution centers that require FOB and POE orders.
• Ensures timely accurate orders are submitted through manual data entry and EDI interface via customer portals.
• Exerts attention to detail, identifying common customer problems and communicates issues to Supervisor and Sales, as appropriate.
• Keeps accurate records and documentation on all project details, internal and external communications, customer service actions, and discussions.
• Takes ownership of customer issues and follows problems through to resolution.
• Communicates and collaborates effectively within the Operations team and across all company departments to optimize resources and ensure a positive customer experience.
• Improves the customer experience, creates engaged customers, and supports business growth.
• Helps develop and/or revise Key Accounts policies, procedures, and standards.
• Maintains confidentiality of sales data or other sensitive company/personnel information.
• Keeps informed of industry developments and apply best practices to areas needing improvement.
• Participates in or helps lead projects or other tasks as assigned by Supervisor.

Qualifications
Education
A bachelor's degree or higher in Business Administration, Project Management, or a related field is required; and/or the equivalent combination of education and experience.
Job Experience

• Proven track record in attendance and punctuality.
• 3 years or more experience in customer service, sales support, order management, and/or returns.
• 3 years or more experience as a project administrator or project manager, supervising projects from inception to completion.
• Proven work experience supporting a variety of customers including sales representatives, big box retailers, eCommerce retailers, or similar businesses.
• 2 years or more experience in the Wholesale Industry preferred.

Knowledge
Solid understanding of customer service/sales support systems and functions, order management and project management principles.
Technical Skills (Absolute MUST)

• Intermediate to Advanced proficiency in Microsoft Office programs, including Word, Excel, and PowerPoint. Must be proficient with Pivot tables and V-Lookup.
• Experience in using an order management system, including EDI and Portal orders; knowledge of SPARS is a plus!
• Experience in using Smartsheets preferred but not required
• Proficiency in using One Drive and/or other cloud-based file sharing platform

Other Skills & Abilities

• Excellent interpersonal communication skills, with an aptitude for cultivating strong work relationships.
• Exceptional listening skills with service-minded attitude and approach to client needs, both internal and external.
• Outstanding organizational skills with demonstrated ability to coordinate multiple projects simultaneously and work efficiently under tight deadlines.
• Ability to adapt to changing circumstances and reprioritize workload.
• Innovative problem-solving skills.
• High degree of accuracy and attention to detail.
• Excellent math and analytical skills, with a knack for numbers.
• Ability to handle confidential information with discretion.
• Speaks and writes fluently in English, communicating in a professional manner to internal and external stakeholders.

Additional Information
You'll love working here because we...

• Are a successful, fast-growing company with a start-up work vibe.
• Offer competitive salaries and comprehensive health benefits.
• Are passionate about our employees, products, and customers.
• Have a leadership team that wants to do the right thing and is open to new ideas.

Work Schedule for this position is Monday to Friday, 9:00am to 6:00pm. This work is performed in the office and is not a remote position.
Local Candidates in the Dallas area only, please.
Benefits offered:

• 3 weeks of paid time off
• Medical benefits including health, dental and vision
• 401k retirement program
• Employee discount on our rugs

TERMS & CONDITIONS
Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.