Account Coordinator II
Hanes Brands

Job Info

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Overview

The Account Coordinator II is accountable for delivering superior customer care to execute all inbound/outbound customer interfaces and managing the order process for assigned key accounts. These accounts are highly visible/complex/impactful to the business operations and have demanding deadlines and associated pressure. This would include, but not limited to, database setup, approving, verifying, entering and monitoring the status of orders for all assigned accounts. The ACII demonstrates excellent problem solving skills, regular discretion and independent judgment, and is responsible for prompt and effective handling of internal and external customer inquiries. The ACII will ensure the accuracy of order to cash (price, terms, allowances, and other legally binding aspects). Meeting strict deadlines and working under pressure is an important element of the position. Possessing a high level of customer interaction is key to the performance of this position as well as working directly with sales in the planning and execution of all programs.

Responsibilities

• Actively interface with internal (CMG, Marketing, EDM, SAP Team, IT, Credit, EDI, DC's, Logistics, Customer Ops) and external customers to resolve service related issues for assigned accounts and provide all other appropriate information and reports
• Intimate knowledge of all applicable order processing systems:
  • SAP
  • HFA
  • VISR
• Working knowledge of the following applicable systems:
  • EDI
  • Data Warehouse
  • Showcase
  • Microsoft Office
  • DC Warehouse Management Systems
  • SeeChange
  • Filenet
  • Master Data
  • VMI
• Manage order bank and resolve all applicable issues to meet order dates; issues include pricing, promotion, material set up, terms, inappropriate volumes on orders, VAS, addition of reason codes, direct ships, etc.)
• Locate and resolve inventory issues when demand is over availability
• Locate inventory and recommend inventory moves
• Track orders from the DC to the customers using carrier websites
• Develop and execute all applicable reports to manage accounts and perform queries
• Acts as manager backup for performing high level SAP functions
• Where applicable, track inventory and provide direction to DC's regarding casing
• Where applicable, make decisions on product substitutions
• Working knowledge of Routing and Vendor guides
• Understand, monitor, and ensure compliance to all policies, procedures and audit requirements, both customer's and HBI's
• Conduct necessary research to understand and resolve customer chargebacks
• Where applicable, act as liaison between DC's, freight forwarders, and customers.
• Positive influence on both internal and external customers as well as a "Guardian" of the business
• Provide input for all process improvements and support all team building initiatives
• Actively participate in cross functional teams (can step in for manager) and provide customer/order management expertise
• Manage return and credit requests
• Some travel and weekend work required
• Manage any other administrative functions for the department as deemed necessary by management to support the department as a whole.

Qualifications

I. Qualifications (minimum) required to fulfill the responsibilities in an acceptable manner

• Education/Degrees: High School diploma, some college preferred
• Special Skills: proven attention to detail, excellent written and oral communication skills, systems acumen, supply change knowledge
• Years of experience: minimum of 3 years of customer service experience.
• Required travel: occasional

II. Preferred experience, skills, and education that are not required for job but beneficial to role (i.e. bi-lingual): Prior distribution, credit, logistics, or supply chain experience a plus

III. Competencies or behavioral characteristics required to accomplish primary accountabilities of job.

• Excellent written and verbal communication skills - clearly articulates
• Ability to grasp numerous processes/systems
• Follows up appropriately without direction
• Demonstrates discretion and independent judgment
• Regularly makes decisions and clearly articulates decisions made
• Demonstration of appropriate sense of urgency without guidance or direction
• Manage multiple priorities and deadlines
• Knows how to analyze information independently
• Offers up solutions for both long term and short term fix
• Knows when it is necessary to take risks and takes them appropriately
• Acts as super user for system implementations
• Develops scripts for system testing
• Thinks "outside the box" - questions processes, exhibits appropriate level of push back to status quo
• Develops strong network of resources and contacts at various levels/departments without guidance/direction
• Understands priorities and factors them into the day-to-day details of the job
• Actively seeks feedback from others and strives to modify behavior non-defensively
• Consistently calm and even tempered in high pressure situations
• Understands how one's plans, actions, decisions impact the business

To qualify, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status.

EOE/AA: Minorities/Females/Veterans/Disabled.

Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly:

Telephone: 877.999.5553

Email: HBI_TA@hanes.com

This job has expired.