Account Specialist

SUMMARY: 

The Account Specialist is responsible for providing the highest level of customer service support to retail partners, as well as assigned Territory Managers, Regional Directors and Country Managers.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:


  • Act as consistent point of contact for retail partners in need of information or assistance
  • Receive and initiate both inbound and outbound calls as well as email communication with retail partners, Territory Managers, Regional Directors, and Country Managers
  • Responsible for completing and/or resolving customer requests from start to finish
  • Operationally execute all support needed as a result of any store visit
  • Input all received orders.  Proactively track status of all orders within the territory
  • Provide product suggestions based on sales and inventory data
  • Maintain and share customer insights, feedback, and records with Territory Managers and Regional Directors.  Ensure customer interactions are accurately captured within system
  • Process returns as needed
  • Partner with internal teams to ensure timely execution on customer requests
  • Maintain product knowledge
  • Partner with internal teams to help the organization serve customers more effectively
  • Support analysis and administration of critical business metrics such as gross margin, inventory turn rates, retail math, etc.
  • Provide reporting continually to support Territory Managers and Regional Directors needs
  • Act as business champion on special projects as needed

 

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. 

  • 1 year of customer service experience preferred, with exposure to luxury markets, goods and/or service a plus
  • Outstanding customer service mindset
  • Ability to actively listen to customer needs and understand objectives
  • Strong written and verbal communication skills
  • Relationship building capabilities
  • Ability to work well within a team and drive to a common goal
  • Advanced organizational skills
  • Basic understanding of operational functions such as production processes, shipping logistics, etc., as well as internal systems
  • Basic product knowledge
  • Minimal travel is required throughout the year