Key Account Coordinator- Amazon

Overview

The responsibility of the Key Account Coordinator is to ensure that Amazon receives the highest level of service, and will be the advocate for the customer across the business and will anticipate the customer’s needs and assists with the execution of the sales and delivery plans to ensure the highest level of service will be achieved.

What You'll Do

Order Management: 

• Daily review of EDI orders Order book reconciliation between Amazon and Crocs Investigate irregularities of orders and inform customers as required. Ensure that orders flow through the system within the set timelines by handling exceptions.
• Track and Tracing of orders and raise issues with deliveries. Handle non-inventory credit or invoice requests.
• Support Pre-order process and the at-once order process. Review irregularities between Amazon catalogs and Crocs line list Work daily with Amazon Portal.

Key Account Service: 

• Take a pro-active approach towards customers with fixed contact moments during the week.
• Ensure the highest level of service to the customer as well as to the Account Sales representative.
• Work independently and find solutions for complex key account issues.

Communication: 

• Provide product and service information to customer.
• Communicate late, incomplete or cancelled orders as well as changes to the collection within set timeframes.
• Resolve product or service problems by clarifying the customer complaints; expediting correction or adjustment; following up to ensure resolution.
• Recommend potential services to management by collecting customer information and analyzing customer needs.
• Raise issues in a structured way to CS Management or contact department and Sales team. Participate in process improvements.

Sales: 

• Report and communicate weekly ongoing issues and needs to assigned sales representative.
• Build a strong relationship with E-tail team.

What You'll Bring to the Table

• Bachelor’s degree or equivalent experience with at least 2 years’ experience in a Customer service department, E-tail experience is required.
• Ability to have a high degree of self-management and proactive problem solving.
• Must be a strong customer advocate with Quality focus.
• Ability to work cross functionally with all other departments involved in these specific key accounts.
• Excellent customer handling skills, organization skills, excel intermediate or advance skills.
• Strong communication; written and verbal in English.
• Is able to work under pressure and meet deadlines.