Sr. Account Representative

New Era Cap, LLC. is an international lifestyle brand headquartered in Buffalo, NY with an authentic sports heritage that dates back over 100 years. Best known for being the official on-field cap for MLB, official sideline cap for NFL, and official on-court cap for NBA, New Era Cap is the brand of choice not only for its headwear collection, but also for its accessories and apparel lines for men, women and youth. The brand is worn as a symbol of self-expression by athletes, artists and some of the most interesting people around the globe. New Era Cap encourages people to truly express their personal style and individuality through its products.

Since 1920, this family-owned business has hired employees who are masters of their craft. We are innovators, architects of culture, experts, and forward thinkers. We demand excellence because we pride ourselves on the quality of our products and the authenticity of our brand.

Interested in working with us? Check out this exciting opportunity at New Era Cap's Headquarters (HQ) building located in downtown Buffalo, NY. This role is 100% on-site, encouraging employees to collaborate and connect in person five days a week. HQ offers an inviting atmosphere, complete with an on-site cafe, fitness center, and Flagship store.

Apply to join New Era's team!

The role of the Senior Account Representative is to provide superior account management to assigned key accounts, lead projects for Customer Relations and assist with hot market.

Responsibilities

• Provide exceptional service to assigned accounts which may include Key Accounts, National retailers, MLB/NFL teams, and independent retailers
• Have frequent interaction with, and communicate directly with assigned accounts, sales representatives and internal departments to ensure requests, issues and concerns are being addressed and resolved in a timely manner
• Responsible for assessing and resolving any issues that prevent their assigned accounts from meeting service level targets or standards. This is to be accomplished individually or through collaboration with other departments and sales representatives.
• Coordinate with sales reps to create and implement action plans to address service/compliance issues related to assigned accounts
• Responsible for making sure orders for assigned accounts ship on time and are shipped within their assigned accounting month which includes root causing and resolving any issues that are delaying orders
• Analyze and maintain SAP/BI reports daily and take appropriate actions to ensure orders are processed timely and accurately
• Investigates initial requests for returned items, negotiates with customer to keep items and corrects the situation as needed while adhering to the returns and cancellation policies
• Reviews EDI documents and exceptions daily
• Work with internal departments and business partners to ensure vendor compliance requirements are being met
• Enter domestic and global orders into SAP as necessary
• Provide accurate and timely responses to account order inquiries such as order status
• Proactively provide images as requested by accounts
• Analyze data for account assignment through open orders, sales analysis and buying history to standardize and improve the efficiency and effectiveness of our customer relations and recommend continual improvements
• Lead continuous improvement projects as assigned to enhance customer experience and improve business initiatives
• Enhance and implement improvements in customer relations with assigned accounts
• Assist in identifying and communicating growth opportunities
• Coordinate with sales reps to create and implement action plans to address service issues related to assigned accounts
• Take leadership role in the department to train, mentor, coach and assist with Account Representatives as necessary
• Assist Customer Relations Manager in the execution of Hot Markets (create deliveries, collaborate with operations to ensure all orders and deliveries are accurately dropped and staged, review and analyze demand/inventory and communicate production plan to account representatives.
• Assist Management team with the onboarding of New Hires
• Provide back up support to other Senior Account Representatives when necessary
• Keeps sensitive information confidential
• Other duties as assigned

Knowledge, Skills, Abilities and Behaviors

• Previous Customer Service Experience
• Computer skills including MS Office. SAP knowledge a plus.
• Must be able to predict, diagnose and problem solve using process improvement skills and root cause analysis to exceed expected job requirements with mature judgment
• Excellent ability to prioritize and approach assignments with focus and sense of urgency
• Enthusiastic positive attitude
• Must be punctual and possess a strong work ethic
• Strong attention to detail
• Ability to grasp new information and retain knowledge for use in answering account inquiries
• Excellent verbal and written communication skills and the ability to also exercise listening skills
• Must be organized, excellent time management skills, as well as follow through
• Ability to effectively communicate and foster relationships with accounts, sales reps and internal departments in a professional manner
• Strong interpersonal skills
• Ability to work with minimum supervision and independently prioritize work without missing critical deadlines
• Ability to lead and motivate team members without direct authority
• Ability to evaluate and understand supply chain operations to effectively manage change

Education and Experience

• Bachelor's Degree in Business Administration, Communications, or related field required. Additional experience will be considered in lieu of degree
• Three (3) to Five (5) years of experience within Key Account Management, Customer Service, or customer relations required

Travel Requirement

• The location for this position is 100% on-site in Buffalo, NY
• 0% to 5%; domestic and/or global

The salary range for this posted position is $60,000 - $66,000 (plus bonus & benefits) and pertains to candidates located in Western New York. Actual compensation will fall within this range and is determined by a wide array of factors including but not limited to skill set, education, essential job duties and requirements, and necessary experience.

New Era Cap, LLC's casual work environment celebrates individuality and encourages employees to showcase their personal style. We pride ourselves on offering competitive compensation, a generous PTO policy, along with world-class benefits designed to promote health, financial stability, and personal growth.

As an employee, you'll enjoy a range of perks, including paid parking, exclusive discounts on apparel and headwear, and professional development opportunities right here on-site. We can't wait for you to experience all that our dynamic workplace has to offer!

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