Job Description

Amazon Account CARE Specialist

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

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.

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

Required qualifications

• 3-5 years of customer service experience with technical products and a proven track record
• Good written and verbal communication skills required.

Preferred qualifications

• Previous large key account management and logistics experience is preferred
• Oracle or other ERP experience preferred.
• Bachelor's degree preferred

Competencies

To perform the job successfully, an individual should be aligned with our company values and demonstrate the following competencies:

Do What's Right

• Safety: Safety is our priority and everyone's responsibility. If you see something unsafe, you are called to say something.
• Customer Focus: We are in business for the customer. Our (internal and external) customers deserve our focus, and we can create solutions that solve their needs.
• Integrity: Our words and actions reflect our values, and we hold respect for all individuals.

Work Together

• Collaboration: 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 process.

Create Solutions

• Entrepreneurism: 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 process.
• Results: 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 activity.

Supervisory responsibilities: None

Travel requirements: 5%

Seaman Corporation is an EEO Employer.

Seaman Corporation 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.

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