Account Specialist

7 months ago

Quebec City, Canada VF Corporation Full time

**Account Specialist**: Become the Newest Member of the VF Family

The Account Specialist works in partnership with a brand’s sales representatives to manage accounts and their order base, providing customer service support to the account and representative through various stages of order processing. The Account Specialist will communicate and collaborate with sales, the customer, the distribution center and all departments included within the company as necessary. The Specialist sometimes works as a team and sometimes independently to ensure that product is correctly ordered, priced, ticketed, processed and shipped by the requested time.

**How You Will Make a Difference**:
Efficiently manage assigned orderbook by entering, revising, and releasing orders for processing. Provide order entry support for other team members when appropriate.
Provide excellent customer service by offering product specification and product availability information. Assist customers with order selection and customer requirements to meet departmental goals.
Proactively assist customers, sales representatives, members of the management team, or coworkers with inquiries, requests for information, or resolution of complex issues.
Pinpoint and investigate product/service issues and provide effective and timely communication to all business partners to address the resolution and/or plan of action.
Analyze, review, and process requests for return authorizations and credit, ensuring accurate invoicing for all purchase orders.
Demonstrate professional phone etiquette with internal and external customers by answering inbound customer calls on the departmental phone queue.
Acts as support and a resource for day-to-day activities within the department and assists with special projects as needed (customer follow-up, training support, triage customer complaints).

**Years of Related Professional Experience**: Three to five years of experience preferred

**Educational/ Position Requirements**:
High school diploma or equivalent education; Associate’s degree preferred
Bilingual (French and English) required
Proficient PC skills including Microsoft Office
Knowledge of SAP and Cognos reporting preferred
Customer service oriented
Ability to learn and adaptable
High attention to detail
Excellent verbal and written communication skills
Able to work cooperatively with others across the organization to achieve shared objectives and gain trust and support of others. bilingual (French and English) required
Must be a self-starter with a proactive working style

**Special Physical and/or Mental Requirements**:
May require extensive sitting and use of keyboard/computer with a use of a phone headset
May require overtime as needed to meet demand/schedule.

**Spécialiste des comptes**: Devenez le tout dernier membre de la famille VF

Le spécialiste des comptes travaille en partenariat avec les représentants commerciaux d'une marque pour gérer les comptes et leur base de commandes, en fournissant un service client au compte et au représentant à travers les différentes étapes du traitement des commandes. Le spécialiste des comptes communique et collabore avec le service commercial, le client, le centre de distribution et tous les services de l'entreprise si nécessaire. Le spécialiste travaille tantôt en équipe, tantôt de manière autonome, afin de s'assurer que les produits sont correctement commandés, tarifés, étiquetés, traités et expédiés dans les délais impartis.

**Comment vous allez changer la donne**:
Gérer efficacement le carnet de commandes assignés en saisissant, révisant et validant les commandes à traiter. Si nécessaire, assister les autres membres de l'équipe dans la saisie des commandes.
Fournir un excellent service à la clientèle en donnant des informations sur les spécifications et la disponibilité des produits. Aider les clients à sélectionner leurs commandes et répondre à leurs besoins afin d'atteindre les objectifs du département.
Assister de manière proactive les clients, les représentants commerciaux, les membres de l'équipe de direction ou les collègues en cas de demandes de renseignements ou d'informations, ou dans la résolution de problèmes complexes.
Identifier et étudier les problèmes liés aux produits/services et communiquer efficacement et en temps utile avec tous les partenaires commerciaux afin de trouver une solution et/ou un plan d'action.
Analyser, examiner et traiter les demandes d'autorisation de retour et de crédit, en veillant à l'exactitude de la facturation pour tous les bons de commande.
Faire preuve d'une étiquette de gestion des conversations professionnelles avec les clients internes et externes en répondant aux appels entrants des clients dans la file d'attente téléphonique du département.
Assurer un rôle de soutien et de ressource pour les activités quotidiennes au sein du département et participer à des projets spéciaux selon les besoins (suivi des clients,

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