Job Description:
As innovators of premium baby gear with a timeless style, Nuna is a Global Brand, growing exponentially in the U.S. Market.
Our corporate office is nestled in scenic Berks County, PA, while our West Coast offices are in Solana Beach, CA, and Vancouver WA.
Nuna's consistency and attention to detail in producing high-quality products for families are equally reflected in our superior health and welfare benefits, boasting a $0 Copay / $0 Deductible Medical & Prescription Plan Design, 401(k) with a 6% Employer Match, Vision and Mental Health Benefits.
We are currently seeking an Account Services Specialist, to manage Customer Service activities for the Company’s big box retail customers which includes management of the sales order life cycle process, and monitoring EDI transmissions to ensure efficient, consistently accurate, and timely shipment of product.
Our Account Services Specialist will effectively manage retail customer relationships with poise, handling both questions and complaints for orders, deliveries, billing, and credit issues. Additionally, this role will be managing Internal stakeholders, ensuring effective real-time communication status updates are provided on order status, updates, delays, price changes, promotions, etc.
Essential Duties and Responsibilities
Retail Customer Deliverables
- Independently and in a timely and professional manner, respond to retailer questions and complaints regarding deliveries and/or billing.
- Assist with resolving retailer chargebacks.
- Remain current and review retailer manuals for process updates.
- Ensure all stakeholders are notified in real-time when learning of retailer changes occur and/or are planned.
- Maintain constant and effective communication with retailers, ensuring information (email or verbal) is clear, complete, concise, courteous, and correct, regarding order status, updates, delays, price changes, promotions,
- Manage complaints and or unpleasant customers with impeccable poise and a calm demeanor.
- Ensures customers feel valued with each encounter.
Administration & Compliance Deliverables
- Efficiently and accurately enter sales orders.
- Create and flawlessly maintain retailers price lists and cost structures.
- Establish the initial set-up of new models/platforms, adhering to the correct cost structure.
- Follow through to completion from initial set up of a new product to live on the retailer website.
- Monitor EDI transmissions for accuracy with our big box retailers; and maintain inventory levels, adjusting on retailer sites as needed; Transitions of old to new models/inventory
- Prioritizes, fulfills, and ships sales orders efficiently, accurately, and timely.
- Escalates complex issues as per department protocol.
- Liaise between account and internal parties.
- Actively participate in continuously seeking ways to improve retailer experience, workflow procedures, best practices, policies, etc.
- Performs special projects as assigned.
Internal Stakeholder Deliverables
- Work closely with the distribution center team ensuring sales orders are shipped both timely and economically.
- Work with the credit department for the resolution of payment and/or credit issues.
This position description is intended to provide a summary of the major duties, tasks and responsibilities of this position and shall not be considered an exhaustive listing of all work requirements.
Requirements and Qualifications
Experience & Education
- Three (3) to five (5) years in retail sales or customer service, in a similar role.
- Related industry experience is highly desirable.
- College degree-related field or equivalent combination of training and work experience.
Skills & Competencies
- Exceptional customer service skills; must be able to demonstrate positive brand awareness through all interactions with customers (internal and external).
- Proficient at quickly building rapport and becoming a trusted partner for both internal and external colleagues and stakeholders.
- Comfortable with frequent access to confidential information and the ability to exercise extreme discretion.
- Ridiculously thorough, accurate, and meticulous in your work.
- Unparalleled organizational and time management skills.
- Flawless execution and accuracy in typing and data entry; possess excellent match aptitude.
- Proficient at delivering (email and verbal) clear, complete, concise, courteous, and correct information.
- Demonstrated ability to identify, mitigate, resolve, and escalate risks.
- Skilled at mitigating distractions and maintaining focus on the task at hand.
- Exceptional interpersonal and collaboration skills; ability to handle conflict and interface tactfully with diverse people, situations, and ideas.
- Equally adept at active listening as well as communicating.
- Exhibits strong work ethic, and analytical and critical thinking skills.
- Strong devotion to internal stakeholders with a proactive style.
- Ability to exercise good judgment and remain poised under pressure or opposition.
- Willingness to take on new and differing tasks as needed.
- Seeks continuous improvement in all tasks and processes.
Technology
- Experience working with retailer portals and EDI transmissions is required.
- Expert Microsoft Excel skills are required.
- Proficient in Microsoft Office Suite
- Familiar with ERP solutions; SAP is highly desirable.
- Ability to proficiently learn new software with ease.
Other
- Ability to work extended hours as business needs warrant, may on occasion, include nights and weekends.
- Travel (domestic) is possible; as business needs warrant.
- California Pay Transparency Act - The range for this role is between $66,560 and $70,491 Target compensation range and subsequent actual salary is/will be determined by a number of factors including but not limited to specific skills, competencies, years of experience, geographic location and education as aligned to the job description.
Applicants must be currently authorized to work in the United States on a full-time basis.
