Dealer Services Representative
Job Details
Seattle HQ - Seattle, WA
Description

POSITION PURPOSE

  • Provide excellent customer service, warranty and technical support to our authorized dealers
  • Establish and maintain great relationships with dealers, independent sales representatives and internal customers
  • Manage sales orders in assigned territories, ensuring accuracy of price and terms and on time delivery by requested ship date
  • Communicate status of orders to dealers, outside sales reps and inside sales management

 

PRINCIPAL ACCOUNTABILITIES

  • All Brands- K2, Ride, Line, Full Tilt, Atlas, Tubbs, and Madshus
  • Respond to all dealer and sales rep communications via email and phone in a friendly, clear and timely manner
  • Manage all facets of orders management including placing new orders, revising existing orders, processing returns and providing order confirmation updates all with a focus on timely and accurate communications.
  • Ensure communication flows smoothly between key accounts, Credit, IT, Warehouse, Supply Chain and Sales management; troubleshoot and escalate any issues to appropriate parties as needed.
  • Work closely with Credit dept for the timely release of orders and customer reconciliation issues
  • Audit customer purchase orders compared to sales orders to ensure compliance with current prices, terms, special programs and accounting requirements
  • Anticipate, analyze, define and solve problems in a timely manner, including delivery issues, misships, and pricing issues
  • Process requests for Return Authorizations (issue RA#s) in compliance with K2 return and warranty policies
  • Understand technical and non-technical aspects of multiple product lines, including marketing programs, spare parts available for use/purchase and best use practices.
  • Understand and follow standard operating procedures for order and return management
  • Collect, file and maintain documents and correspondence from customers
  • Maintain product knowledge through clinics, sales meetings, trade shows and industry publications
  • Communicate extensively with supervisor regarding workload and issues as they arise
Qualifications

MINIMUM QUALIFICATIONS

  • Minimum of 1-2 years customer service experience (retail, online and/or call center)
  • Genuine interest and understanding of K2 products and sports we service
  • Advanced skills in MS Windows applications, particularly Excel, Word, and Outlook
  • Experience with ERP systems a plus
  • Ability to work well in a team environment  and cross functionally
  • Detail oriented, conscientious, and self-motivated
  • Excellent follow through and persistence
  • Excellent time management skills
  • Ability to prioritize, multitask and escalate when needed
  • Initiative to improve processes
  • Overtime and/or an adjusted schedule may be required in peak season

 

DESIRED QUALIFICATIONS

  • Bachelors’ Degree or related experience
  • 3-5 year’s experience with outdoor retail sporting goods