Amazon Account CARE Specialist

WHO WE AREAt 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 Seaman Corporation associate plays a valuable role in our companys continuous growth. We believe by investing in the right people and resources we can drive sustainable growth across the entire 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 WE OFFERCompany performance bonus in addition to base salaryFlexible 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 networkingA competitive benefits package including medical dental vision 401(k) with company match paid time off (PTO) volunteer time off (VTO) and paid holidaysFun and engaging activities including department outings holiday parties and our annual company-wide dinnerSeaman Corporation is seeking an Amazon Account CARE Specialist to join our Operations team! This position will report to the Program Manager Strategic Accounts in SUMMARYThis 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 customers inquiries or complaints regarding Seaman Corporations 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 DUTIES AND RESPONSIBILITIES include the following. Other duties may be a portfolio of key accounts with sales orders and order management; ensures accuracy and on-time delivery is achievedAssists the greater Amazon Account Management team with project support as neededOversees order management for designated customers; anticipates customer needs and proactively orders needed material/suppliesCoordinates and monitors the logistical elements required with scheduling of customer orders and job site deliveriesMonitors status of all open orders to ensure timely delivery and provides customer service regarding order status and logistics issuesProficient 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 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 baseWorks collaboratively across the organization and liaises with Amazon Account Management Team production sales operations customer experience and procurement and communicates with them regularlyAnswers phone and electronic inquiries from Customers and Regional Sales Managers/RepsProcesses purchase orders from customers and works collaboratively with procurement on the expectations required on deliveries for key strategic account projectsManage the order processes for all drop ship purchase orders to vendors / suppliersEnters and verifies ordersClarify order detailsSet up new customers in order management systemEnter order in order management systemCheck stock levelsMeetings with Operation and 3rd party logistics teamsAdvise customers on product availability; Coordinate among customers to meet minimum run sizesCommunicates with Credit Manager to resolve credit hold Debit/Credit memos quality or complaint issues color matching requestsSupports other representatives with training procedure inquiries and assists with tasks projects and process improvements as neededProvide back up support for 3rd party vendor/supplier quotesServes as a change agent and advocate to implement recommended processes and system improvements required to meet future business needsREQUIRED QUALIFICATIONS3-5 years of customer service experience with technical products and a proven track record Good written and verbal communication skills QUALIFICATIONSPrevious large key account management and logistics experience is preferredOracle or other ERP experience degree preferredCOMPETENCIES To perform the job successfully an individual should be aligned with our company values and demonstrate the following competencies:Do Whats RightSafety: Safety is our priority and everyones responsibility. If you see something unsafe you are called to say Focus: We are in business for the customer. Our (internal and external) customers deserve our focus and we can create solutions that solve their : Our words and actions reflect our values and we hold respect for all TogetherCollaboration: We must share openly with one another listen actively and seek to understand the needs of our colleagues. We will respect diversity and work to find common ground. Teamwork: We will trust the person and attack the SolutionsEntrepreneurism: Act with a spirit of entrepreneurism challenge the status quo and find innovative solutions to our obstacles. Continuous Improvement: Everyone is an advocate for continuous improvement. Be willing to learn something new and accept that failure is a part of the : At the end of the day results are what drive us forward. Hold yourself accountable to remove roadblocks and focus on the outcome over the RESPONSIBILITIES: NoneTRAVEL REQUIREMENTS: 5%