Customer Service Regional Account Representative

Overview

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Salomon, Wilson, Atomic, Arc’teryx, and ENVE.  We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports.  Join us. 

What You'll Do

We are currently seeking a Regional Account Customer Service Representative.  This representative is a customer advocate within the Customer Experience team that works to build a strong relationship with our specialty dealers in conjunction with the field sales team.  Daily, the CXR will work to strengthen our relationship with our accounts across the regional portfolio. This work will include order placement, review processes, inventory, and streamlining the order to receipt procedures by working with the account and internal teams. This role is accountable for meeting targeted metrics and providing account relationship excellence to their assigned customer region.       

                                                

ESSENTIAL DUTIES & RESPONSIBILITIES

 

The duties and responsibilities described below represent the expectations of an entry level Regional CX team member. An individual must be able to perform each essential duty and responsibility adequately: 

• Effectively communicate with customers via telephone, email and chat to support, resolve issues through service recovery, and disseminate information through a matrix type organization
• Closely monitor orderbook through our SAP reporting system to ensure timely shipments to the dealers. Investigate all open orders, make cancelation, provide ETA’s, remove delivery blocks and ensure the reps/dealers are notified of a change in status.
• Identify and investigate any discrepancies, provide the details to the sales rep for clarification.
• Identify and troubleshoot orders stuck in processing (ZGOIN) to ensure orders flow into SAP in a timely manner.
• Utilize all training and organizational resources to uphold and accurately perform assigned responsibilities and business procedures
• Reinforces a positive and supportive day-to-day team environment

What We're Looking For

This role prefers a high school diploma however, a combination of education and work experience will be considered.  We are looking for a candidate with a minimum of 1 year of experience in customer service, preferrably in winter & outdoor sports equipment.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

 

REQUIRED EDUCATION & EXPERIENCE

• High School Diploma or GED may be substituted for requirement as determined by leadership.
• 1-year previous experience in customer service preferred, optimally in winter & outdoor sports equipment.

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES

 

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. 

• Proficiency in Microsoft Suite (Outlook, Excel, Teams)
• Good interpersonal skills and ability to empathize with customers in sometimes intense situations
• Self-Driven ability to multi-task and quickly change priorities/focus based on business needs, immediate demands and to complete all duties on time
• Good communication skills and self-confidence to work independently with an array of business areas and brands.

 

PHYSICAL DEMANDS & WORKING ENVIRONMENT

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee is frequently required to sit, stand and walk. The employee must occasionally kneel, stoop, crouch, twist and lift to 30 pounds, with or without accommodations.

 

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

 

The work environment characteristics described here are representative of those an employee encounters while performing the essential f