Key Account Support Representative

Rocky Brands is a leading designer, manufacturer and marketer of premium quality footwear and apparel marketed under a portfolio of well recognized brand names. Our brands have a rich history of representing high quality, comfortable, functional, and durable footwear. Our products are organized around six target markets: outdoor, work, duty, commercial military, military, and western. As part of our strategy of outfitting consumers from head-to-toe, we market complementary branded apparel and accessories that we believe leverage the strength and positioning of each of our brands.

The Key Account Support Representative is responsible for providing effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of Company products and services.

Essential Duties and Responsibilities:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties and responsibilities include the following, other duties may be assigned:

• Maintain order and communication flow with assigned key accounts and external sales representatives responsible for those accounts.
• Daily monitoring and working of Electronic Data Interchange (EDI) reports.
• Backorder reporting for assigned key accounts for agreed upon timeframe.
• Retrieval of orders via customer vendor net site as needed.
• Coordination for inventory, availability and ordering of customer pre-tickets.
• Entry and coordination with Supply Chain and Traffic Department for DTC (Direct to Customer) orders.
• Answer Business-to-Business and Consumer calls.
• Communicate clearly with customers via the phone and chat concerning orders, returns, shipments and products.
• Maintain working product knowledge of footwear, apparel and accessories.
• Quote customer pricing, availability and delivery.
• Call customers, when necessary, to advice of shipment delays and/or information necessary to process orders.
• Simultaneously assist customers on the phone and via chat.
• Process changes to orders and backorders.
• Initiate orders for correcting errors (shortages, wrong item shipped, etc.)
• Initiate and maintain electronic customer files.
• Handle irate customers in a professional manner.
• Determine warranty eligibility and generate return authorization numbers for customers as needed.

Qualifications:
The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Associate's degree (A.A.) or equivalent from two-year College or technical school or six (6) months to one (1) year related experiences and/or training, or equivalent combination of education and experience.
• Ability to read and interpret detailed instructions, correspondence and documents such as operating manuals and procedure manuals.
• Ability to multitask using several computer programs.
• Ability to write correspondence.
• Ability to effectively communicate information in one-on-one and small group situations to customers, or associates of the organization.
• Ability to add, subtract, multiply, and divide units of measure, using whole numbers, common fractions and decimals.
• Ability to compute percent.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram forms.
• Ability to deal with problems in serval concrete and variable situations