The Sales Operations Account Manager is responsible for delivering outstanding customer service to Fila Customers. They play a critical role serving as the liaison between sales, the customer, and various internal departments. Sales Operations is the primary link between our customers and our operations team. The Account Manager will work to provide support to established customers, the sales force, operations, and distribution team members as it relates to order management and fulfillment. In their challenging and rewarding daily contact with our customers, the Account Manager delivers the products, services, and enthusiasm for the Fila Brand. Together partnered with the sales rep, the Account Manager will be responsible for providing excellent customer service, strengthening relationships, and growing accounts. While working side by side with Sales and in conjunction with parties across the organization, this individual takes ownership of the needs of the customer by executing customer requests, providing solutions to customer needs, and fulfilling business
requirements.
Hybrid: Four (4) days per week in-office, One (1) day remote
Maintain the order file within assigned portfolio of accounts
Maintain consistent, productive communication with the assigned Sales Reps to manage accounts
Manage all aspects of customer order process from sale to delivery and reverse logistics; Including but not limited to:
booking, reviewing, changing and updating orders; communicating delivery timelines; processing pick tickets; creating labels; track and trace; return authorizations; communicating special projects and their requirements; etc.
Drive weekly customer order review conference calls with sales and operations
Monitor customer’s delivery expectations and reinforce with sales and operations when orders need to be adjusted or expedited to ensure on time delivery
Execute the order processing, planning and prioritization of customer orders
Oversee daily activity of assigned accounts and maintain orders with a high level of accuracy
Evaluate customer concerns, troubleshoot and work to provide resolution
Respond quickly and accurately to internal and external customer needs and requests
Work closely with all operations teams to achieve results that exceed customer expectations
Update, distribute, review, and analyze daily reports
Review and understand customer requirements to achieve customer satisfaction, reduce chargebacks, and improve operational accuracy
Evaluate and address customer facing problems proactively and report back to management potential areas of improvement and opportunities for growth
Develop strong working relationships with team members in all operational areas at multiple levels within the organization
Challenge existing processes to include suggesting more efficient or alternative methods to achieve objectives
Other Duties and Responsibilities as assigned
Bachelor’s Degree or equivalent industry experience
3+ years of Customer Service/Account Management experience
Excellent Customer Service Skills
Advanced Windows based software skills in Microsoft Excel, Word, and PowerPoint
Experience in Microsoft Dynamics (D365) and PowerBI a plus
Experience in Google Docs, Google Sheets, Gmail, and the G-Suite
Sound comprehension of business practices
Strong Interpersonal, organizational, and problem solving skills
Excellent verbal/written communication skills
Strong ability to multi-task, prioritize, and change directions quickly in a fast paced environment
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