Clarks Shoes Independent Account Services Representative in Waltham, Massachusetts

Independent Account Services Representative


Waltham, MA

Job Advert Description

Clarks is seeking an Independent Account Service Representative to provide account management for our Independent, Catalog and Internet customers and take their inbound phone calls. This person will partner with multiple parts of the organization internally and externally to ensure best experience doing business with us while providing exemplary customer service. Manage order pool on a daily basis to maximize shipments and ensure quick turn-around time to our customers. You will support the Territory Managers who will place purchase order changes, pricing variances, communicating updates on shipping status & availability of products while being proactive to potential challenges. Attention to detail, customer oriented and ability to flex with the needs of the team(s) they are supporting.

Core Accountabilities:

  • Manage and maintain customers’ expectations utilizing reports and identifying and communicating supply and demand challenges

  • Partner with Demand Fulfillment team to maximize shipment potential and to ensure the delivery and shipping on time product

  • Maintain standards of business including but not limited to: phone statistics, order entry, or turnaround time for communications

  • Collaborate with the Sales Team on a daily basis to ensure customer requirements are being met and to address any opportunities to improve business

  • Partner with Customer Operations and warehouse on a consistent basis to maintain services to an account. Fill rates, shipping information, labelling and ship methods are imperative to maximize quick turnaround time to a customer

  • Receive inbound calls from Independent customers and Territory Managers and partner with the Consumer team to alleviate any overflow of calls

  • Collaborate with the CCNAONE team to help develop any areas of opportunity to assist Territory Managers or customers

  • Promote timely resolution of purchase order changes, pricing changes, allowance forms, email, and all other inquiries

Key Outputs/Results:

  • Establish relationships with customers and Territory Managers through communication and follow-up and consistent information to maximize the accuracy of the order pool

  • Partner with multiple groups within the organization such as, Demand Fulfillment group, Business Units, Customer Operations, LC, Marketing to ensure on time delivery and customer satisfaction

  • Quick turnaround times in servicing customers internally and externally bringing about skill development to deliver a higher level of service

  • Uphold and manage the integrity of order booking to reflect accurate customer information. Bookings include managing FDD date, shipments, pricing, availability and on time delivery

  • Prioritization and collaboration throughout the department and with Sales team to ensure customer service opportunities are maximized

  • Prioritization and collaboration throughout the department and with Customer Operations and Warehouse teams to ensure customer service opportunities are maximized

  • Inbound calls are responded to and inquiries resolved in a timely and efficient manner.

  • Resource for wholesales team as needed to develop customer service improvement initiatives

  • All changes affecting customer orders are communicated and resolved in a timely manner

Essential Knowledge:

  • High school Diploma

  • Bachelor’s Degree Preferred

  • Account Management or Service Preferred

  • Strong process skills and understanding of how to incorporate enabling technology

  • Reporting skills preferred-using MSExcel

  • Retail experience preferred

  • Customer Service Experience

Technical Skills:

  • Obtain strong relationship and communication skills –written and oral

  • Ability to prioritize workload- organizational skills

  • Ability to learn and utilize multiple applications

  • Ambition to work in a team environment

Every 60 seconds, 105 pairs of Clarks shoes are sold globally. That makes us a £1.6 billion business and a truly worldwide brand. We now have some 15,000 employees across 75 different countries – everywhere from Europe to the Americas. Despite being the world’s biggest everyday footwear brand (by sales volume), we’re still owned by the Clarks family and based in Street, Somerset, UK– where the Clarks business began. Street is the nerve center of our business, driving growth and the whole Clarks success story. And right now, we’re busy writing the next chapter. With a constant search for new and better ways to work, innovation’s set to play a big part in our future.