Retail Accounts Administrator

JOB SUMMARY:

Starting at $16.00 OR Higher DOE!

The Retail Accounts Administrator will assist in the development and management of a sales pipeline comprised of high-value accounts and progress them through our entire business processes with care and close attention to detail. The Retail Accounts Administrator will assist in meeting and exceeding defined objectives in support of new products deliverables, perfect order execution, and general retail account management. They will work closely with finance, marketing, sales, logistics, and customer service teams to assist in any matters relating to accounting, advertising, chargebacks, shipping, product returns, and credits. You will serve as a point of contact for customers with queries about products, orders, and deliveries. You must be polite, professional, and able to work closely with other team members to ultimately be able to contribute to high-quality customer service and provide outstanding communication for major retailers. The Retail Accounts Administrator should be client-centric, detail-oriented, and efficient. They will need to be able to pivot, prioritize and adapt.

KEY TRAITS AND CHARACTERISTICS:

· Able to focus on the big picture while being passionate about every minute detail.

· An excellent communicator and motivator comfortable working with cross-functional teams.

· A true Problem Solver – can think holistically and present scenarios to solve the problem at hand.

· Comfortable operating in ambiguity. Apply process where it creates value, and design process where necessary.

KEY RESPONSIBILITIES:

· Help drive a positive customer experience by building relationships.

· Serve as the primary point of contact for our clients, providing personalized assistance and guidance; responds promptly to client needs; solicits client feedback to improve service; responds to requests for service and assistance; meets commitments, can balance out the best interest of client and company.

· Answer inbound calls and provide callers with information about products or services offered.

· Respond to clients in an efficient, friendly, and professional manner over the phone, email, social media, chat, or other messaging channels.

· Process, administrate and coordinate customer orders from receipt to shipping, ensuring they are delivered on time and to customer specifications.

· Liaise with customers regarding all elements of an order including approvals, technical requirements, delivery instructions, site work, customer inspections, etc.

· Coordinate with the warehouse to ensure orders are shipped on time.

· Follow and implement all directives, policies, and procedures issued by BendPak’s executive and management staff.

· Consistently follow high standards of business and professional ethics and legal/regulatory requirements.

· Proactively engage with customers, carriers, suppliers, and internal departments, ensuring the attainment of customer needs and growth targets.

· Manages difficult or emotional client situations; respond promptly to customer inquiries and exceptions while managing conflict diplomatically.

· Escalate critical client needs to senior management when needed.

· Maintain a sense of urgency in addressing both your customers’ and teammates' questions, inquiries, or requests.

· Handle all communications with professionalism and courtesy.

· Ensure that clients feel supported and valued.

· Communicate important feedback from customers internally to relevant departments.

· Provide excellent customer service.

· Actively work to achieve on-time delivery metrics.

· Investigate escalated issues and generate solutions.

· Stay up-to-date with new products and features.

· Implement new product introductions and setups.

· Contacting customers by phone or email to answer queries and obtain missing information.

· Maintain and update sales and customer records.

· Maintain and update the Commerce Hub portal.

· Maintain and update customer(Home Depot order, Costco, etc.) PO, and shipping information within Commerce Hub.

· Obtain and verify the information for incoming orders.

· Process transactions such as orders, returns, and exchanges.

· Provide follow-up, tracking of orders, and invoicing.

· Coordinate with retail account logistics partners.

· Assist in the review and research of all dispute rejected claims to determine next steps.

· Research compliance-related deductions/errors and implement corrective actions.

· Verify inventory availabilities, order allocations, and release.

· Proactively identify areas of opportunity and workflow improvements to enhance the team’s efficiency and productivity.

· Assist in identifying new business opportunities through understanding the supply chain needs of customers and any gaps in our current service offerings.

· Generate future opportunities by discovering the deeper needs of buyers to build lasting relationships.

· Apply appropriate knowledge and expertise through ongoing learning and self-development.

· Embrace a learning culture to continuously improve existing skills while acquiring new ones.

· Develop client product and underwriting files according to company standards.

· Assist in audit activities.

· Attend offsite client meetings, trade shows, or other industry-related events.

· Develop and manage daily paperwork for invoicing and mailing.

· Expediting orders through internal liaison.

· Liaise with the Logistics department to ensure timely deliveries.

· Additional duties and responsibilities as assigned.

REQUIREMENTS AND TECHNICAL COMPETENCIES:

· High School diploma, general education degree or equivalent is required. Some college preferred.

· 2+ years experience in Customer Service, Order Processing or related field

· Demonstrated success in exceeding sales targets using a consultative, solutions-focused approach is required.

· Has working knowledge of ERP, CRM, and other customer service ticketing systems

· Strong computer skills including MS Office (Word, Excel, Outlook), MS Teams, Zoom, general internet use, and Windows-based software and databases.

· Ability to type (40-60 WPM)

· Strong data entry skills.

· Must be proficient in English written and communication skills

· Working knowledge of ERP systems. (SAP, Oracle, Infor, Lawson, Peoplesoft, etc.)

· Working knowledge of CRM software. (Salesforce, Goldmine, Pipedrive)

· Working knowledge of ticketing software. (Freshdesk, Zendesk, Servicenow)

· Knowledge of customer service principles and practices.

· Knowledge of administrative procedures.

· Minimal initial mechanical or automotive experience a plus.

· Ability to work well within a team environment.

· Focused on positive outcome for the team and the company.

· Ability to work well under pressure in a fast-paced environment.

· Strong problem-solving and analytical skills.

· Professional demeanor

· Highly motivated and target-driven

· Knowledge of customer service principles and practices

· Knowledge of administrative procedures.

· Strong attention to detail and accuracy

· Strong data collection and order entry skills

· The ability to work independently without much direct supervision.

· Exhibiting patience and confidence with a diverse clientele.

· Exceptional customer service, active listening and professional phone voice.

· Ability to ask prying questions and diffuse tense situations.

· Strong time management, decision-making, organizational, and prioritizing skills.

· Adaptability and accountability.

· Ability to analyze and research data and resolve discrepancies.

· Ability to employ deductive reasoning and critical thinking skills.

· Ability to multitask in a fast-paced environment, deadline-driven environment and shift priorities as needed.

· Ability to seek out information and resolve issues.

· Ability to lead, manage teams, and manage projects to achieve organizational objectives.

· Ability to analyze complex data and make recommendations.

· Ability to work confidentially with discretion on privileged and sensitive information and abide by BendPak’s privacy and confidentiality policies.

· Ability to calculate and process information quickly and accurately.

· Learn new concepts quickly and accurately.

· Open to traveling for customer meets, trade shows, and/or industry-related events.

WORK ENVIRONMENT and PHYSICAL DEMANDS:

· This job operates in a professional office environment and is typical of a Call Center.

· The noise level in the work environment is typical of that of an office.

· While performing the job, may be asked to visit offsite warehouses to conduct research, while at those locations you will be exposed to loud noise, harmful chemicals, and loud machinery and must regularly walk to and from different warehouses.

· May be required to wear PPE when in those warehouses.

· Will have access to confidential information and required to abide by BendPak Inc.’s privacy policies and regulations concerning this information.

· This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, and various computer programs.

· Required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery.

· Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, repetitive motion, and the ability to adjust focus.

· This position is mainly sedentary and requires the ability to sit at a computer in a cubicle workstation for extended periods during a regular shift, 5 days a week.

· Must regularly be able to operate mouse, keyboard, telephone, and any other computer-related equipment.

· Must have vision abilities to operate computer and phone system.

Employee must have the ability to complete product training which can include but is not limited to meet independent lifting ability of 40-50 lbs. and physical demands including but not limited to: standing squatting, operating machinery, and perform repetitive motions.

Job Type: Full-time

Pay: From $16.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• Data entry: 2 years (Required)
• Typing(45WPM Minimum): 2 years (Required)
• Computer skills: 2 years (Required)
• Microsoft Excel: 2 years (Required)

Language:

• Do you speak any languages in addition to English? (Preferred)

Ability to Commute:

• Theodore, AL 36582 (Required)

Ability to Relocate:

• Theodore, AL 36582: Relocate before starting work (Required)

Work Location: In person