As innovators of premium baby gear with timeless style, Nuna is a Global Brand, growing exponentially in the US Market.

Nuna’s corporate office is nestled in scenic Berks County, PA, within a mile of turnpike exit 298. Our quiet location promises the luxuries of a low-stress commute and a 360 view of nature.

Like our high-quality baby gear, our health and welfare benefits are superior, boasting an onsite state-of-the-art gym facility coupled with a $0 Copay / $0 Deductible Medical & Prescription Plan and a 401(k) with 6% Employer Match.

Currently we are seeking a Senior Account Services Specialist to join our Account Services team.

The Senior Account Services Specialist will manage Customer Service activities for the Company’s big box retail customers which includes management of the sales order life cycle process, from monitoring EDI transmissions to ensuring efficient, consistently accurate and timely shipment of product.

The Senior Account Services Specialist will effectively manage retail customer relationships with poise regarding both questions and complaints for orders, deliveries, billing, and / or credit issues.

Manage Internal stakeholders ensuring effective real-time communication status updates are provided regarding order status, updates, delays, price changes, promotions, etc.

and serve as back-up to the Sr. Account Services Manager in their absence.

Essential Duties and Responsibilities

Retail Customer Deliverables

• Independently and in a timely and professional manner, respond to retailer questions and complaints regarding deliveries and / or billing.
• Assist with resolving retailer chargebacks.
• Remain current and review retailer manuals for process updates.
• Ensure all stakeholders are notified in real-time when learning of retailer changes occur and / or are planned.
• Maintains constant and effective communication with retailers, ensuring information (email or verbal) is clear, complete, concise, courteous and correct, regarding order status, updates, delays, price changes, promotions, etc.,
• Demonstrates impeccable poise and calm demeanor while managing complaints and / or unpleasant customers.
• Ensures customer feels valued with each encounter.

Administration & Compliance Deliverables

• Efficiently and accurately enter sales orders.
• Create and flawlessly maintain retailers price list and cost structures.
• Establish initial set-up of new models / platforms, adhering to the correct cost structure.
• Follow through to completion from initial set up of a new product to live on retailer web site.
• Monitors EDI transmissions for accuracy with our big box retailers, maintains inventory levels, adjusting on retailer sites as needed and transitions of old to new models / inventory
• Prioritizes, fulfills, and ships sales orders efficiently, accurately, and timely.
• Escalates complex issues as per department protocol.
• Liaise between account and internal parties.
• Actively participate in continuously seeking ways to improve retailer experience, workflow procedures, best practices, policies, etc.
• Performs special projects as assigned.

Internal Stakeholder Deliverables

• Work with credit department for resolution on payment and / or credit issues.

This position description is intended to provide a summary of the major duties, tasks and responsibilities of this position and shall not be considered an exhaustive listing of all work requirements.

Requirements and Qualifications

Experience & Education

• Five (5) to eight (8) years in retail sales or customer service, in similar role.
• Related industry experience highly desirable.
• College Degree related field or equivalent combination of training and work experience.

Skills & Competencies

• Exceptional customer service skills; must be able to demonstrate positive brand awareness through all interactions with customers (internal and external).
• Proficient at quickly building rapport and becoming a trusted partner for both internal and external colleagues and stakeholders.
• Comfortable with frequent access to confidential information and ability to exercise extreme discretion.
• Ridiculously thorough, accurate and meticulous in your work.
• Unparalleled organizational and time management skills.
• Flawless execution and accuracy in typing and data entry; possess excellent match aptitude.
• Proficient at delivering (email and verbal) clear, complete, concise, courteous, and correct information.
• Demonstrated ability to identify, mitigate, resolve, and escalate risks.
• Skilled at mitigating distractions and maintaining focus at the task at hand.
• Exceptional interpersonal and collaboration skills; ability to handle conflict and interface tactfully with diverse people, situations, and ideas.
• Equally adept at active listening as well as communicating.
• Exhibits strong work ethic, analytical and critical thinking skills.
• Strong devotion to internal stakeholders with a proactive style.
• Ability to exercise good judgement and remain poised under pressure or opposition.
• Willingness to take on new and differing tasks as needed.
• Team orientation with strong integrity and professionalism.
• Seeks continuous improvement in all tasks and processes.

Technology

• Experience working with retailer portals and EDI transmissions required.
• Expert Microsoft Excel skills required.
• Proficient in Microsoft Office Suite
• Familiar with ERP solutions; SAP highly desirable.
• Ability to proficiently learn new software with ease.

Other

• This is an exempt, full-time position, requiring employees to be on-site five (5) days a week at our Morgantown, PA office.
• Ability to work extended hours as business needs warrant. May on occasion include nights and / or weekends.
• Travel (domestic) possible; as business needs warrant.

Applicants must be currently authorized to work in the United States on a full-time basis

Last updated : 2024-04-23