Customer Success Specialist - Key Retail Accounts

Roles / Responsibilities:

• Order entry: making sure orders are transferred properly between the customers' systems and internal systems (eg SPS, ApparelMagic, etc.)
• Customer management: maintaining an updated database of all vendor documentation, including vendor guides, terms, contact sheets, etc.
• Order fulfillment: assuring orders are shipped on time and according to the customers' vendor guidelines
• Order invoicing: assuring accounts are paying according to the terms laid out in our vendor agreements, and handling any charges, deductions, returns, etc.
• Customer service: replying to customer questions in a timely and efficient manner
• Product merchandising - in store: working with the marketing team to assure the product has proper imagery, signage, etc.
• Product merchandising - web: assuring accurate & consistent product & inventory information on accounts' websites in accordance with our drop cadence
• SMUs: working with our product & supply chain teams to make sure that any specially made units (SMUs, ie custom products) are delivered on time and on spec to the accounts wishes
• Order management: communicating any questions, clarifications, or issues with orders
• Data aggregation & analysis: understanding, analyzing, and presenting data to help drive decision making both internally and for our accounts

You will be expected to:

• Communicate clearly & effectively with customers and internal team members on a daily basis
• Develop documentation for the internal team to take over your tasks in your absence (so you can enjoy unplugged vacation days!)
• Identify & create new processes / procedures
• Identify & remedy any issues using problem solving & damage control skills
• Identify processes / procedures that are inefficient and improve them

PLEASE NOTE: As a growing start-up, this is a non-exhaustive list of tasks you may be asked to help with and / or be responsible for. We all wear hats outside of our specific ownership areas and have a highly collaborative working environment.

Benefits Include

• Self-Managed PTO
• Medical, Dental, and Eye Insurance coverage
• Opportunity to work with a fun collaborative team and have a true impact on the design, direction, and feel of the brand
• Salary Range - $60,000 - $75,000 (Salary commensurate with experience)
• Fully remote work
• Seasonal (twice a year) gift code for Swannies Product on the website

Please apply through job posting OR directly to [email protected] and include ‘Customer Success Specialist’ in the subject of your email.