Key Account Sales Specialist

At Outdoor Research®, we built a company from a feeling: the urge to get out. It's what drives us. We love coming to work every day and inventing even better solutions to what nature throws our way. But we're more than just the gear we build. We're part of a community of friends whose lives are connected by our common need to be outside. Our community is devoted to exploring our outdoor passions and challenging ourselves in the mountains, water, and deserts of the planet we love so much.

And we want you in it because we're pretty sure that the bigger our community gets, the better off the world will be.

About this role

The primary role of the Key Accounts Specialist is to maintain and update Outdoor Research’s Key Account order book, handle Key Account inquiries about products, orders, and returns in a timely, accurate and professional manner, resolve discrepancies in orders and billing, assist in tracking retail-servicing program, assist in data analysis and provide suggestions accordingly, and attend Key Account meetings as necessary.

The Key Accounts Specialist will also assist in Outdoor Research’s database maintenance as relates to B2B and selling tools.

The Key Accounts Specialist is a proactive cross-departmental collaborator passionate about providing excellent service and driving success through OR’s retailers. They are a strong internal advocate for OR’s accounts and have exceptional problem-solving skills to help improve overall customer experience.

OR strives to deliver extraordinary service in every interaction. We are committed to evaluating processes and making it easy for all customers to do business with our team. Every individual who contacts the Outdoor Research Dealer Services department should leave with a positive impression and experience.

More about the day-to-day duties:

• Respond promptly, professionally, and positively to all e-mail, fax, phone, etc. inquiries regarding Outdoor Research orders and products. This will include but is not limited to new purchase orders, product availability inquiries, product information, shipping status, warranty/returns, etc.

• Ensure the accuracy of orders, returns, customer accounts, and all other related transactions.

• Work with finance, planning, marketing, sales, and shipping/receiving departments to set up and manage accounts, provide necessary reporting, and communicate issues that affect the shipment of orders, customer/dealer relationships, and revenue.

• Manage all account details, assuring all information is up to date and accurate; this includes but is not limited to, adding new store/ship to locations as needed, adding and/or removing contacts as notified, and/or updating all affected departments of new Vendor Guide requirements.

• Support the Sales Manager through regular maintenance of accounts as well as proactive and regular review of open orders and exception reports. If applicable, notify Sales Manager, Rep, and/or Buyer accordingly and resolve issues in a timely manner. Support Sales Manager in the execution of ad-hoc projects that aim to improve Key Account customer experience.

• Work cross-departmentally to ensure the success of Key Account partnerships. Maintain a strong knowledge of supply chain and logistics as relates to Key Account shipments. Regularly review and seek out learning opportunities to better understand cross-departmental processes and how the work of other departments interacts with the Key Accounts role.

• Process returns/warranties per department procedures, using proper cancellation codes to correctly categorize the reason for return. Proactively communicate persistent quality control issues within the department and to other departments as necessary.

• Maintain Key Account dealer assets such as content and imagery for the dealer website.

• Regularly review processes and procedures used for account maintenance and offer advice in the development of new strategies where appropriate, keeping in mind customer experience and efficient operations as key priorities.

• Maintain an up-to-date and accurate Seasonal Database that feeds into OR’s B2B system and is distributed to all global accounts. Manage and audit other database projects as requested. Assist in ad-hoc departmental reporting requests, as assigned by Sales Management.

• Create and maintain seasonal selling collateral, including Pricelists and UPC lists.

• Maintain up-to-date knowledge and understanding of departmental calendar/timeline milestones. Assist Sales Operations Management in critical departmental deliverables to maintain timeline.

• Maintain strong knowledge of technical departmental tools including but not limited to ERP, B2B, Sell Through Reporting, MAP Monitoring, Excel-based tools, etc.

• Prioritize daily tasks and projects to accomplish job duties with a high level of accuracy and timeliness.

• Establish and maintain positive working relationships with coworkers, outside Sales Reps, Buyers, and all other contacts with whom you interact.

• Gain in-depth knowledge and understanding of all Outdoor Research products through participation in on-site and off-site product training events and clinics.

• Other duties may be assigned. All of the above are to be performed while adhering to Outdoor Research operational procedures, policies, and safety rules.

Preferred Qualifications:

• College degree; 2+ years of experience/training in high volume account and order management; 2+ years’ experience with EDI and related software; Experience working in advanced ERP systems; Experience in shipping and logistics are all required.

• Strong organizational and problem-solving skills, flexibility, and the ability to work independently. Strong attention to detail is a must. Strong professional communication (written and oral) is critical.

• Strong computer skills: Excel, Word, Outlook, Powerpoint.

• Familiarity with Outdoor Research products or with the outdoor industry a plus.

• Strong teamwork skills. Highly self-motivated with a strong work ethic.

• Ability to maintain excellent attendance and punctuality record.

• Ability to work with an ethnically and culturally diverse workforce.

• Must be able to communicate easily and clearly in English.

• Must be able to legally work for any employer in the United States of America.

Perks:

11 paid holidays each year and 3 floating holidays , PTO/PSST, Transportation benefits, Paid volunteer time, medical, dental and vision plans, 401K with discretionary company match, product discounts