Amazon Account CARE Specialist

at  Seaman Corporation

At Seaman Corporation, every associate is instrumental to our success. Become a part of our growing team!

WHO WE ARE

At Seaman Corporation, we are dedicated to creating and supplying quality, high-performance fabrics that protect our planet, our people, and our customers. From humble beginnings in 1949 to a multi-million-dollar organization, this family-owned business has grown to be a leading manufacturer in highly durable coated fabrics, supplying products to customers around the globe.
Every Seaman Corporation associate plays a valuable role in our company’s continuous growth. We believe by investing in the right people and resources, we can drive sustainable growth across the entire business.
Seaman Corporation products are composed of proprietary knitted or woven base fabrics and coating formulas to produce high performance roofing systems, geomembrane liners, truck tarps, architectural structures, and much more. We work exclusively with authorized fabricators, designers, consultants, engineers, and installers for quality solutions start to finish.

WHAT WE OFFER

• Company performance bonus in addition to base salary
• Flexible work opportunities including flex schedules and remote work from home up to two days per week (if applicable to role)
• Professional development opportunities including tuition reimbursement, course training, and networking
• A competitive benefits package including medical, dental, vision, 401(k) with company match, paid time off (PTO), volunteer time off (VTO), and paid holidays
• Fun and engaging activities including department outings, holiday parties, and our annual company-wide dinner
  Seaman Corporation is seeking an Amazon Account CARE Specialist to join our Commercial team! This position will report to the Sales & Operations Manager in Wooster.

POSITION SUMMARY

This position will be responsible for Amazon accounts and will demonstrate a commitment to customer retention through superior customer service. This role will be responsible for the entire order management process including managing the Amazon account order book, order balance sheet, and inventory data; serves as the main point of contact for all customer services issues and acts as the liaison to the sales operation leadership; responds to customer’s inquiries or complaints regarding Seaman Corporation’s products or services and determines best methods to resolve complex customer service problems to ensure customer satisfaction and adherence to organizational policies; works collaboratively with suppliers, production, sales, customer experience, and procurement to anticipate, fulfill and exceed customer expectations and order needs; takes ownership of customer service function and order management process; exercises good judgement and sound decision-making to ensure customers’ total satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Manages a portfolio of key accounts with sales orders and order management; ensures accuracy and on-time delivery is achieved
• Assists the greater Amazon Account Management team with project support as needed
• Oversees order management for designated customers; anticipates customer needs and proactively orders needed material/supplies
• Coordinates and monitors the logistical elements required with scheduling of customer orders and job site deliveries
• Monitors status of all open orders to ensure timely delivery and provides customer service regarding order status and logistics issues
• Proficient in customer experience – develop the ability to understand our products, the needs of the commercial roofing market, and have the ability to fix problems as they arise.
• Proactively communicates any changes in delivery dates or other changes to the customer and the Regional Sales Rep.; works with internal and external Seaman Corp team to provide superior service to customer base
• Works collaboratively across the organization and liaises with Amazon Account Management Team, production, sales, operations, customer experience, and procurement and communicates with them regularly
• Answers phone and electronic inquiries from Customers and Regional Sales Managers/Reps
• Processes purchase orders from customers and works collaboratively with procurement on the expectations required on deliveries for key strategic account projects
• Manage the order processes for all drop ship purchase orders to vendors / suppliers
• Enters and verifies orders
• Clarify order details
• Set up new customers in order management system
• Enter order in order management system
• Check stock levels
• Meetings with Operation and 3rd party logistics teams
• Advise customers on product availability; Coordinate among customers to meet minimum run sizes
• · Communicates with Credit Manager to resolve credit hold issues.
• · Processes Debit/Credit memos, quality or complaint issues, color matching requests
• · Supports other representatives with training, procedure inquiries and assists with tasks, projects and process improvements as needed
• · Provide back up support for 3rd party vendor/supplier quotes
• · Serves as a change agent and advocate to implement recommended processes and system improvements required to meet future business needs

QUALIFICATIONS

• 3-5 years of customer service experience with technical products and a proven track record
• Good written and verbal communication skills required.
• College degree preferred with
• Previous large key account management and logistics experience is preferred
• Oracle or other ERP experience preferred.

TRAVEL REQUIREMENTS: 5%

Seaman Corporation is an EEO / Affirmative Action Employer.
Seaman Corporation values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants based on experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry, or any other status protected by law.
Seaman Corporation is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
If you require reasonable accommodation, as a candidate for employment, please inform Human Resources.
Seaman Corporation is an EEO/AA Employer.
M/F/Disabled/Vet. EEO statement: “Seaman Corporation values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants based on experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, Seaman Corporation is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”
As an equal opportunity employer, Seaman Corporation does not discriminate against qualified individuals with disabilities. If you require a reasonable accommodation, as a candidate for employment, please inform Human Resources

• Manages a portfolio of key accounts with sales orders and order management; ensures accuracy and on-time delivery is achieved
• Assists the greater Amazon Account Management team with project support as needed
• Oversees order management for designated customers; anticipates customer needs and proactively orders needed material/supplies
• Coordinates and monitors the logistical elements required with scheduling of customer orders and job site deliveries
• Monitors status of all open orders to ensure timely delivery and provides customer service regarding order status and logistics issues
• Proficient in customer experience – develop the ability to understand our products, the needs of the commercial roofing market, and have the ability to fix problems as they arise.
• Proactively communicates any changes in delivery dates or other changes to the customer and the Regional Sales Rep.; works with internal and external Seaman Corp team to provide superior service to customer base
• Works collaboratively across the organization and liaises with Amazon Account Management Team, production, sales, operations, customer experience, and procurement and communicates with them regularly
• Answers phone and electronic inquiries from Customers and Regional Sales Managers/Reps
• Processes purchase orders from customers and works collaboratively with procurement on the expectations required on deliveries for key strategic account projects
• Manage the order processes for all drop ship purchase orders to vendors / suppliers
• Enters and verifies orders
• Clarify order details
• Set up new customers in order management system
• Enter order in order management system
• Check stock levels
• Meetings with Operation and 3rd party logistics teams
• Advise customers on product availability; Coordinate among customers to meet minimum run sizes
• · Communicates with Credit Manager to resolve credit hold issues.
• · Processes Debit/Credit memos, quality or complaint issues, color matching requests
• · Supports other representatives with training, procedure inquiries and assists with tasks, projects and process improvements as needed
• · Provide back up support for 3rd party vendor/supplier quotes
• · Serves as a change agent and advocate to implement recommended processes and system improvements required to meet future business need