Outdoor Research
  • Customer Service
  • Seattle, WA, USA
  • Full Time

OR's Customer service mission is to deliver extraordinary service in every interaction.  We are committed to evaluating processes and adding value to doing business with us for all of our customers.  Every individual who contacts the Outdoor Research customer service department should leave with a favorable impression and a positive experience. 

The Key Account Coordinator plays an important role in this by managing our top accounts. This role requires previous experience in managing accounts in a wholesale business environment.  The primary responsibilities include managing all aspects of order maintenance, from order entry to delivery of goods, as well as assisting in sales reporting and online account a management.  A high level of communication and ability to organize with various, competing priorities is crucial as you coordinate across multiple internal departments and work with external buyers and inventory analysts to assure everything runs smoothly between our two businesses. As a member of the primary team that interacts with our key accounts, your professionalism, keen business sense and focus on the details will help us deliver the extraordinary service OR is known for.

QUALIFICATIONS:

  • College Degree and two to three years of account management, customer service experience and/or training
  • Strong organizational and problem solving skills
  • Excellent verbal and written communication skills
  • The ability to work independently while also being a strong team player
  • Flexibility and resourcefulness in a developing and changing environment
  • Ability to focus on the smallest of details
  • Advanced computer skills within the Microsoft Office suite, especially with excel for reporting
  • Previous experience and strong working knowledge of ERP systems a plus 
  • Familiarity with Outdoor Research products or with the outdoor industry a plus

DUTIES:

  • Respond in a timely, professional, and positive manner to all inquiries from our Key Accounts regarding orders and products.  This will include but is not limited to new purchase orders, product availability inquiries, product information, shipping status, warranty/returns, etc
  • Ensure accuracy of orders, returns, customer accounts, and all other related transactions.
  • Work with finance, planning, marketing, sales, and shipping/receiving departments to set up and manage accounts, provide necessary reporting, and communicate issues that affect shipment of orders, customer/dealer relationships, and revenue.
  • Manage all account information for OR's key accounts, assuring all information is up to date and accurate; this includes, but is not limited to, adding new store/ship to locations as needed,  adding and/or removing contacts as notified and/or updating all affected departments of new Vendor Guide requirements.
  • Support Key Account Sales Manager through regular maintenance of accounts as well as proactive and regular review of open orders and exception reports.  Notify rep accordingly and resolve issues in a timely manner.
  • Regularly review processes and procedures used for account maintenance with our key accounts and offer advice in development of new strategies where appropriate, keeping in mind customer experience and efficient operations as key priorities.
  • Be familiar with online systems for all key accounts; update account info, run reports and maintain product line through sites to assure highest level of service and sales.
  • Work closely with the Allocation Analyst, Dealer Services and Planning team to maintain bulk orders over the course of the season to assure maintain efficient inventory turns and reduce end-of-season cancelations.
  • Prioritize daily tasks and projects to accomplish job duties with a high level of accuracy and on time.
  • Establish and maintain positive working relationships with coworkers, outside sales reps, and all other contacts with which you interact.
  • Gain in-depth knowledge and understanding of all Outdoor Research products through participation in on-site and off-site product training events and clinics.
  • Other duties may be assigned.  All of the above are to be performed while adhering to Outdoor Research operational procedures, policies, and safety rules

INTERACTIONS

This position primarily interacts with the following internal departments:

Key Account Sales Manager, Information Systems, Accounting, Product Development, Warehouse, Planning, Marketing, Product Development

This position primarily interacts with the following external persons or agencies:

Buyers, Inventory Analyst, Merchandise Managers

NOTICE: In addition to the above responsibilities, all employees are expected to use company time conscientiously and comply with departmental attendance standards. The above job profile does not include all essential and nonessential duties of this job.  All employees with disabilities are encouraged to contact the Human Resources Department to review and discuss the essential and nonessential functions of the job.  An applicant with a disability can evaluate the job in greater detail to determine if she/he can safely perform the essential functions of this job with or without reasonable accommodation.

DISCLAIMER: Job profiles are not intended, nor should they be construed to be, an exhaustive list of all responsibilities, tasks, skills, efforts, working conditions or similar behaviors, attributes or requirements associated with a job.  A job profile is intended for the purpose of acquainting a person with a brief overview of the position's general direction and scope.

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