Amazon Account CARE Specialist Job at Seaman Corporation in Wooster

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Seaman Corporation is seeking an Amazon Account CARE Specialist to join our Commercial team. This position reports to the Sales & Operations Manager in Wooster.

Overview

At Seaman Corporation, every associate contributes to our success. We are a family-owned business dedicated to creating and supplying quality, high-performance fabrics for global customers since 1949. We collaborate with authorized fabricators, designers, consultants, engineers, and installers to deliver quality solutions from start to finish.

What We Offer

• Company performance bonus in addition to base salary
• Flexible work opportunities including flex schedules and remote work from home up to two days per week (if applicable to role)
• Professional development opportunities including tuition reimbursement, course training, and networking
• A competitive benefits package including medical, dental, vision, 401(k) with company match, paid time off (PTO), volunteer time off (VTO), and paid holidays
• Fun and engaging activities including department outings, holiday parties, and our annual company-wide dinner

Position Summary

This role will manage Amazon accounts and support customer retention through superior service. Responsibilities include the entire order management process for the Amazon account, maintaining the order book, balance sheet, and inventory data; acting as the main point of contact for customer service issues; collaborating with sales operation leadership; addressing inquiries or complaints regarding Seaman Corporation’s products and services; and coordinating with suppliers, production, sales, customer experience, and procurement to meet and exceed customer expectations and order needs.

Essential Duties and Responsibilities

• Manage a portfolio of key accounts with sales orders and order management ensuring accuracy and on-time delivery
• Assist the broader Amazon Account Management team with project support as needed
• Oversee order management for designated customers; anticipate needs and proactively order needed material/supplies
• Coordinate and monitor logistics for scheduling of customer orders and site deliveries
• Monitor open orders and provide status updates and logistics issue resolutions
• Develop product knowledge and understanding of the commercial roofing market; problem-solve to fix issues as they arise
• Communicate changes in delivery dates to customers and Regional Sales Reps; collaborate with internal/external teams to provide superior service
• Collaborate across the organization with Amazon Account Management, production, sales, operations, customer experience, and procurement
• Answer inquiries from customers and Regional Sales Managers/Reps
• Process customer purchase orders and coordinate with procurement on delivery requirements for key accounts
• Manage order processes for drop-ship POs to vendors/suppliers
• Enter and verify orders; clarify details; set up new customers in the order management system; check stock levels; coordinate meetings with operations and 3rd party logistics
• Advise customers on product availability and coordinate with customers to meet minimum run sizes
• Communicate with Credit Manager to resolve credit holds; process debit/credit memos, quality or color-matching requests
• Support training and process improvements; provide backup for third-party vendor quotes; act as a change agent to implement system/process improvements

Required Qualifications

• 3-5 years of customer service experience with technical products and a proven track record
• Strong written and verbal communication skills
• College degree preferred
• Previous large key account management and logistics experience preferred
• Oracle or other ERP experience preferred

Competencies

• Safety: prioritize safety and speak up if something unsafe is observed
• Customer Focus: prioritize customer needs and provide solutions
• Integrity: uphold values and respect all individuals
• Collaboration: share openly, listen, respect diversity
• Teamwork: trust teammates and focus on process
• Entrepreneurism, Continuous Improvement, Results: innovate, learn, and drive outcomes

Travel

Travel required: 5%

Seaman Corporation is an EEO/AA Employer. We value diversity and provide equal opportunity for employment and promotion to all qualified applicants. If you require a reasonable accommodation during the hiring process, please inform Human Resources.