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About the Role

The Account Representative ensures customer expectations are met by developing effective relationships with accounts and sales representatives, managing orders, and collaborating with internal departments. This role is part of the Customer Relations team, acting as the internal voice for B2B customers and overseeing the order-to-cash process.

Responsibilities

• Provide exceptional service to assigned accounts, including National retailers, MLB/NFL teams, and independent retailers.
• Communicate directly with assigned accounts, sales representatives, and internal departments to address and resolve requests, issues, and concerns promptly.
• Assess and resolve issues hindering assigned accounts from meeting service level targets or standards, individually or collaboratively.
• Coordinate with sales representatives to create and implement action plans for service/compliance issues related to assigned accounts.
• Ensure timely shipment of orders for assigned accounts within their accounting month, identifying and resolving any delays.
• Analyze and maintain SAP/BI reports daily to ensure timely and accurate order processing.
• Investigate requests for returned items, negotiate with customers to retain items, and correct situations according to policies.
• Review EDI documents and exceptions daily.
• Ensure vendor compliance requirements are met by working with internal departments and business partners.
• Enter domestic and global orders into SAP as necessary.
• Provide accurate and timely responses to account order inquiries, such as order status.
• Proactively provide images as requested by accounts.
• Analyze account data, including open orders, sales analysis, and buying history, to standardize and improve customer relations efficiency and effectiveness.
• Maintain confidentiality of sensitive information.
• Perform other duties as assigned.

Requirements

• Bachelor’s Degree in Business Administration, Communications, or related field preferred; additional experience will be considered in lieu of degree.
• One (1) to Three (3) years of experience within Key Account Management, Customer Service, or customer relations required.
• Must be able to predict, diagnose, and problem-solve using process improvement skills and root cause analysis.
• Must possess mature judgment to exceed expected job requirements.
• Must be punctual and possess a strong work ethic.
• Ability to grasp new information and retain knowledge for use in answering account inquiries.
• Ability to effectively communicate and foster relationships with accounts, sales reps, and internal departments professionally.
• Ability to work with minimum supervision and independently prioritize work without missing critical deadlines.
• Ability to evaluate and understand supply chain operations to effectively manage change.

Skills

• MS Office proficiency
• SAP knowledge is a plus
• Process improvement skills
• Root cause analysis
• Prioritization skills
• Sense of urgency
• Positive attitude
• Strong work ethic
• Attention to detail
• Ability to learn quickly
• Verbal communication skills
• Written communication skills
• Listening skills
• Organizational skills
• Time management skills
• Follow-through skills
• Interpersonal skills
• Ability to lead and motivate team members without direct authority

Location

• Buffalo, NY

Work Type

• 100% on-site
• Five days a week

Experience Level

• 1-3 years

Education Level

• Bachelor's Degree preferred

Salary/Compensations

• $50,500 - $62,000

Benefits

• Bonus
• Comprehensive benefits package
• Generous PTO policy
• Paid parking
• Exclusive discounts on apparel and headwear
• Professional development opportunities

About the Company

• New Era Cap, LLC. is an international lifestyle brand headquartered in Buffalo, NY with over 100 years of authentic sports heritage.
• Known as the official on-field cap for MLB, official sideline cap for NFL, and official on-court cap for NBA.
• Offers headwear, accessories, and apparel lines for men, women, and youth.
• A family-owned business since 1920, hiring masters of their craft who are innovators, architects of culture, experts, and forward thinkers.
• Demands excellence, priding itself on product quality and brand authenticity.
• Headquarters (HQ) in downtown Buffalo, NY offers an inviting atmosphere with an on-site café, fitness center, and Flagship store.
• Casual work environment that celebrates individuality and encourages personal style.
• Dynamic workplace.

Equal Opportunity

• New Era Cap encourages people to truly express their personal style and individuality through its products.