Customer Service Manager

The Customer Service Account Manager is responsible for delivering outstanding customer service to Fila Customers.   They play a critical role serving as the liaison between sales, the customer, and various internal departments.  Customer Service is the primary link between our customers and our operations team.  The Customer Service Account Manager will work to provide support to established customers, the sales force, operations, and distribution team members as it relates to order management and fulfillment.  In their challenging and rewarding daily contact with our customers, the Customer Service Account Manager delivers the products, services, and enthusiasm for the Fila Brand.  Together partnered with the sales rep, the Customer Service Account Manager will be responsible for providing excellent customer service, strengthening relationships, and growing accounts. 

While working side by side with Sales and in conjunction with parties across the organization, this individual takes ownership of the needs of the customer by executing customer requests, providing solutions to customer needs, and fulfilling business requirements.

Covid-19 Information

Successful applicants for employment with FILA USA must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for medical or religious accommodation.   Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine or a vaccine that has been approved by WHO (AstraZeneca, etc.).

All new hires are required to provide proof of vaccination by their first day of employment.

This position is located in Curtis Bay, MD and is currently hybrid, but will return to regularly on-site at a date to be determined in the future.

RESPONSIBILITIES
 

• Maintain the order file within assigned portfolio of accounts
• Maintain consistent, productive communication with the assigned Sales Reps to manage accounts
• Manage all aspects of customer order process from sale to delivery and reverse logistics; Including but not limited to: booking, reviewing, changing and updating orders; communicating delivery timelines; processing pick tickets; creating labels; track and trace; return authorizations; communicating special projects and their requirements; etc.
• Drive weekly customer order review conference calls with sales and operations
• Monitor customer’s delivery expectations and reinforce with sales and operations when orders need to be adjusted or expedited to ensure on time delivery
• Execute the order processing, planning and prioritization of customer orders
• Oversee daily activity of assigned accounts and maintain orders with a high level of accuracy
• Evaluate customer concerns, troubleshoot and work to provide resolution
• Respond quickly and accurately to internal and external customer needs and requests
• Work closely with all operations teams to achieve results that exceed customer expectations
• Update, distribute, review, and analyze daily reports  
• Review and understand customer requirements to achieve customer satisfaction, reduce chargebacks, and improve operational accuracy
• Evaluate and address customer facing problems proactively and report back to management potential areas of improvement and opportunities for growth
• Develop strong working relationships with team members in all operational areas at multiple levels within the  organization
• Challenge existing processes  to include suggesting more efficient or alternative methods to achieve objectives

QUALIFICATIONS
 

• Bachelor’s Degree or equivalent industry experience
• 3+ years of Customer Service/Account Management experience
• Excellent Customer Service Skills
• Advanced Windows based software skills in Microsoft Excel, Word, and PowerPoint
• Experience in Microsoft Dynamics (D365) and/or PowerBI a plus
• Sound comprehension of business practices
• Strong Interpersonal, organizational, and problem solving skills
• Excellent verbal/written communication skills
• Strong ability to multi-task, prioritize, and change directions quickly in a fast paced environment

• Fila serves up an iconic brand in sneakers and apparel.  With a 110 year history, Fila remains strong and vibrant in their space, creating exciting designs for all generations.  Three great locations -- MD and NYC.  Competitive benefits and pay.  Join the the legacy!