Key Account Customer Service Representative

Black Diamond Group, Inc. is a retail, wholesale footwear, and accessories company that focuses on lifestyle, work, tactical, fire, and occupational spaces. The company has owned brands and licensed brands including Black Diamond, BD Protective Equipment, Carhartt (footwear license), and Oliver Thomas. The company is known for excellence in brand development and customer relationships, as well as supply chain expertise.

Position Purpose:

The Key Account Customer Service Representative owns the day-to-day customer service and order management experience for an assigned portfolio of strategic Key Accounts. Black Diamond Group’s portfolio of brands currently includes Carhartt footwear, BD Fire, BD Protective Equipment and Oliver Thomas. This Key Account role manages orders from sales order placement through shipment, provides proactive status communication, and coordinates issue resolution. They partner closely with the Sales team, acting as a liaison between our Wholesale Customers and internal departments including Credit, Compliance, and Supply Chain teams. They also partner with allocations and the warehouse to ensure customer fill rate needs are met and coordinate timely shipping according to customer’s ship windows. The position serves as the subject matter expert for warranties and Return Merchandise Authorizations (RMAs), while maintaining exceptional accuracy, responsiveness, positivity, and brand-aligned service.

Essential Duties and Responsibilities

The following represents the primary duties and responsibilities; other tasks may be assigned as business needs evolve.

• Manage an assigned portfolio of key accounts and act as the primary Customer Service contact for order-related needs, questions, and follow-up.
• Provide leadership and development opportunities for one Customer Service Representative
• Own the order lifecycle from sales order placement through allocation, release, shipment, and delivery follow-up, ensuring orders are accurate, complete, and aligned with approved customer programs.
• Review, enter, edit, and maintain orders with a high degree of accuracy, including customer-specific requirements, pricing, discounts, ship dates, routing instructions, and special handling needs.
• Proactively monitor open orders, back-orders, holds, allocation status, warehouse exceptions, and shipment timing; communicate risks and changes before they become customer-impacting issues.
• Track shipments and delivery status, investigate exceptions, and coordinate timely resolution of shortages, damages, routing issues, late shipments, or other fulfillment concerns.
• Identify, document, and escalate issues appropriately, providing clear facts, business impact, ownership, and recommended next steps to support timely decisions.
• Serve as a liaison among the Sales team, customer, warehouse, Credit, and Supply Chain to keep priorities aligned
• Partner closely with Sales on key account expectations, product launches, seasonal programs, order deadlines, account changes, and time-sensitive business needs.
• Serve as the Customer Service subject matter expert for returns and RMAs, including authorization requirements, documentation, policy compliance, disposition, credits, replacements, and status follow-up.
• Provide guidance and training to Customer Service colleagues on return and RMA processes, common exceptions, system requirements, and best practices.
• Maintain accurate and complete records of EDI customer orders, changes, acknowledgements, and inventory feeds
• Assist customers in navigating our self-service online ordering applications/portals (Shopify, Envoy etc.)
• Investigate customer inquiries, complaints, credits, claims, and account discrepancies or suspicion of fraudulency using sound judgment, urgency, and a solution-oriented approach.
• Support account setup, utilize customer portals, review account profiles and compliance requirements
• Collaborate with credit team on account status, order holds, statements, communication to wholesale customers.
• Monitor portfolio trends and recurring issues and provide the Director of Customer Service with concise updates on risks, escalations, root causes, and opportunities for improvement.
• Recommend and support process, workflow, system, and training improvements that strengthen order accuracy, service consistency, and cross-functional execution.
• Perform duties in accordance with established KPIs, service standards, policies, procedures, and internal controls.
• Maintain current knowledge of assigned brands, products, customer programs, account requirements, and evolving business processes.
• Model best-in-class customer service and contribute to a collaborative, and solutions-focused team environment.

Minimum Required Technical Skills and Qualifications

• 4 years of exceptional customer service, retail or account management experience
• Must be detail oriented, highly organized, and able to multi-task with strong time management skills
• Proficient knowledge of customer service standards, office practices and procedures
• Experience in E-commerce required, and Shopify experience preferred
• Experience with EDI order management and resolution preferred
• Expertise in MS Outlook, MS Teams, MS Excel
• Excellent listening, problem-solving skills, and phone etiquette with an ability to communicate clearly and confidently verbally and in writing
• Familiarity of customer service software, databases, and tools
• Strong desire to pursue and achieve issue resolution, regardless of perceived obstacles
• Self-motivated and eager to learn & train others
• Ability to identify when to escalate customer problems to business leaders/partners
• Exceptional planning, project management and organizational skills to manage competing priorities simultaneously

Education/Certifications/Licensure

• High School Diploma required; associate or bachelor’s degree preferred
• Record of excellent attendance & punctuality

Mental Requirements

Customer- and partner-facing role in a fast-paced environment handling multiple demands and time-sensitive priorities. Must be able to remain composed, exercise sound judgment, communicate clearly, take initiative, work independently, and escalate issues appropriately while maintaining ownership through resolution.

Physical Requirements

The physical demands and environmental factors described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee will sit for extended periods and may use repetitive wrist and hand motions associated with typing and data entry. Specific vision abilities include close vision and color vision. The employee will have frequent close visual contact with a computer monitor. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation

The estimated base salary range for this role is $65,000 to $70,000. Actual compensation will be determined by candidate factors including experience, education, relevant skills, location, and specific job-related expertise.