B2B eCommerce National Account Manager

GENERAL DESCRIPTION:

The B2B e-Commerce Account Manager is responsible for developing, managing and growing key online accounts through profitable sales of The Aspen Brands wholesale product lines. The Account Manager’s focus will be on executing the sales plan for growing existing accounts such as Target.com, BedBathandBeyond.com, Wayfair.com, Kohls.com, Nordstrom.com, etc., as well as establishing new accounts and opportunities.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

Responsibilities include but are not limited to:

  • Own the full e-commerce sales cycle from lead to close;

  • Identify business opportunities based on knowledge of customers, markets, and products;

  • Analyze sales, trend, traffic, margin, etc to propose business ideas and create strategies;

  • Drive sales through data analytics, optimizing content and marketing promotion & campaigns;

  • Lead periodic site reviews to identify opportunities (category sorting, optimizing attributes, updating photos/videos, enriching product detail pages) to deliver a better user experience and drive revenue;

  • Manage online product assortment, pricing, and reviews with vendor managers;

  • Work proactively with inventory, operations, and marketing team to create and execute channel marketing strategy to drive sales;

  • Expert knowledge of partner platform/portal needed to maintain and support partner backend operations via vendor portals;

  • Apply best practices across all accounts as much as applicable;

  • Work with accounts to develop quarterly and annual marketing / promotional calendars;

  • Pursue in-store opportunities based on online success;

OTHER REQUIREMENTS:

  • 15-20% travel required

  • Excellent communication, analytical and organizational skills, including the ability to deliver effective sales presentations, negotiate and resolve customer concerns in a professional manner

  • Time management /Multi-tasking skills and willingness to accommodate dynamic business environment for new assignments

  • Ability to learn, create, and adapt to ever changing e-Commerce activities;

  • Excellent integrity and maturity, and a constructive approach to challenges;

  • Proven track records of achieving excellence, taking on more responsibilities and growing sales;

  • Takes initiative and brings impeccable follow-up skills, bring projects from idea to completion;

  • Team player and a self-starter with roll-up-your-sleeves attitude;

  • Demonstrated business acumen of marketing, supply chain, IT practices, and trade management;

  • Experience identifying and developing new customer opportunities and relationships;

  • Experience building solid relationship with key e-tailer accounts;

  • Ability to handle and prioritize multiple tasks with strong decision making and problem solving skills;

  • Strong negotiation skills with the ability to lead and manage cross functionally; to successfully execute to achieve internal and external targets;

QUALIFICATIONS:

EDUCATION AND EXPERIENCE:

Bachelor's degree (BA or BS) is required; at least three to five years experience working with eCommerce accounts and B2B portals such as Commerce Hub, Amazon Vendor Central in consumer goods industry (other industries will be considered)

COMPUTER SKILLS AND KNOWLEDGE:

Strong skills in MS Office Suite, including Word, Excel and PowerPoint, with excellent Excel skills required. Experience using a CRM

PHYSICAL REQUIREMENTS:

This position requires the ability to work sitting at a computer work station for much of the day in an office environment.

LOCATION:

The position is based in the company’s headquarters in Duluth, GA

Local candidates only

 

CUSTOMER SERVICE REPRESENTATIVE - PART TIME (24 HOURS PER WEEK)

GENERAL DESCRIPTION:

The Customer Service Representative (CSR) is responsible for taking customer inquiries, and providing product and services information as well as researching issues and resolving complaints and issues to enhance customer satisfaction and increase customer loyalty. Great phone voice with upbeat personality, this person will communicate effectively and have the ability to calm irate callers. This position involves working in a fast paced environment and the CSR will be expected to adapt quickly to change.

ESSENTIAL RESPONSIBILITIES AND DUTIES:  The following responsibilities and duties may vary slightly throughout the department so that all areas are covered and to allow for specialization and back up as needed:

  • Responds to incoming calls, emails, and chat from customers requesting product information; helps them find the right product for their event and uses company systems to enter order details

  • Answers and responds to calls, emails, and chat pertaining to retail and wholesale customer issues; researches and resolves retail and wholesale customer issues regarding back orders, cancellations, billing issues, quality, shipping issues, and errors etc.

  • Achieves performance benchmarks as established for numbers of phone calls, total sales, abandonment rates, accuracy etc.

  • Contacts customers via phone and email to alert them of order issues or to follow up on prior concerns; researches billing issues and misapplied payments, issues credits for returns

  • Makes customers aware of other products and services available to them for growing sales and customer satisfaction

  • Alerts supervisor of any trends identified in customer calls and monitors retailer website for compliance issues

  • Processes new customer registrations and new orders

  • Verifies order status via email, outbound or incoming calls

  • Accurately input and process orders and invoices for key customers as needed

  • Processes UPS claims for damaged or lost orders, may also handle UPS pickups

  • Handle data feeds, process personalization requests on baby gifts and create gift certificates for customer purchases as needed

  • Support other CSR’s and assist with difficult callers

  • Works with other departments to assist on special projects as needed, for example helping with packing, special accounts, clerical work for other departments, special errands and projects.

  • Accepts other assignments as directed, which may or may not be written in the job description

REQUIRED SKILLS AND QUALIFICATIONS

EDUCATION AND GENERAL:

  • High school diploma or equivalent with at least five (5) years experience in a customer service/call center role, preferably in retail internet sales.

  • Must be flexible to work Monday - Friday 

  • Excellent communication skills, both written and verbal, multi or bi-lingual is a plus

  • Strong interpersonal relationship and team building skills, and the ability to handle irate and frustrated customers in a tactful and professional manner.

  • Excellent listening skills and the ability to resolve problems independently with sound business reasoning.

  • Ability to work independently in a fast-paced, changing environment with changing priorities and multiple tasks and meet all deadlines

  • Ability to deliver excellent customer service internally and externally

  • Organized with strong problem solving skills and follow up

  • Attention to details and a high level of accuracy

  • Ability to maintain a positive attitude and strong work ethic

COMPUTER SKILLS AND KNOWLEDGE:

This position requires proficiency in MS Office, UPS Worldship, Bold Chat, Stoneedge and Yahoo store as well as back office programs.  This position also requires use of typical office equipment such as phone, fax, printers etc.

PHYSICAL REQUIREMENTS:

This position requires the ability to work for much of the day sitting at a computer work station, using a telephone headset to take customer service calls.

LOCATION:

The position is based in the company’s headquarters in Duluth, GA. Local candidates only.

 
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