Customer Support Account Manager

About the Role The Customer Support Account Manager is responsible for overseeing the daily operations of the Independent Account Analyst team. This individual will communicate objectives, demonstrate the ability to set context, direction, and expectations. They will ensure excellent customer service is provided to Ariat retailers, sales representatives, internal and external customers alike. This individual will demonstrate a strong passion and motivation for exceptional customer service and look for opportunities to ‘surprise and delight’ customers. They will manage all aspects of order-book management for the Independent Account Analyst team. This individual needs to be able to train, lead broad-based cross-functional activities, analyze reports, and focus on efforts to improve service, performance, quality, and the efficiency of work processes. You'll Make a Difference by
Supervising and monitoring the daily operations of the Independent Account Analyst team to provide exceptional service to customers, the sales team, and internal customers alike
Serving as primary backup to the Director, Independent Accounts
Monitoring employee productivity and providing constructive feedback and coaching as needed via weekly one-on-one meetings, mid-year, and annual performance reviews
Achieving department and team goals to support companywide goals
Ensuring your team understands the business strategy and how their work contributes to its success
Ensuring seamless execution of order book management that will help achieve maximum results across all channels, including overseeing bulk-order management activities, EDI management, analyzing data, monitoring KPI’s and weekly reporting
Guiding and leading the implementation of new processes
Collaborating with cross-functional teams to ensure company goals and directives are met
Investigating and handling escalated issues and complaints; providing appropriate solutions and alternatives within time limits and following up to ensure resolution. Going the extra mile to engage all customers
Serving as a liaison between team members and upper management to compile data, feedback, and assessments to assist in short and long-term strategic planning for the department
Hiring and training new employees
Assisting with other responsibilities based on business needs About You
Strong leadership skills, including the ability to lead and motivate a team, build relationships, demonstrate critical thinking, and make decisions within a fast-paced work environment
Intermediate to Advanced level computer skills with MS Office Word & Excel (pivots; v lookup; formulas)
Strong analytical skills required to determine possible issues, interpret data, and identify solutions
Advanced knowledge of SAP preferred
Broad understanding of order to cash flow and processes
Able to solve customer problems, make decisions, and take calculated risks to meet expectations in a manner consistent with company goals and policies. Raise issues that may affect cross-functional departments
10+ years of customer service in a high-volume environment and preferably in footwear or apparel, outdoor channel, or manufacturing environment
Exceptional written, oral, and face-to-face communication skills
Detail-oriented with outstanding follow-through
Fast acting and capable of adapting quickly to change, and proactively and constructively identify the need for organizational change
Desire and ability to contribute to and enhance Ariat’s unique culture, philosophy, and core values. Team-oriented and holds confidences About Ariat Ariat is an innovative, outdoor global brand with roots in equestrian performance. We develop high-quality footwear and apparel for people who ride, work, and play outdoors, and care about performance, quality, comfort, and style. The salary range for this position is $90,000 - $110,000 per year. The salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data for geographic locations. Ariat in good faith believes that this posted compensation range is accurate for this role at this location at the time of this posting. This range may be modified in the future. Ariat’s holistic benefits package for full-time team members includes (but is not limited to):
Medical, dental, vision, and life insurance options
Expanded wellness and mental health benefits
Paid time off (PTO), paid holidays, and paid volunteer days
401(k) with company match
Bonus incentive plans
Team member discount on Ariat merchandise Note: Availability of benefits may be subject to location & employment type and may have certain eligibility requirements. Ariat reserves the right to alter these benefits in whole or in part at any time without advance notice. Ariat will consider qualified applicants, including those with criminal histories, in a manner consistent with state and local laws. Ariat is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis protected under federal, state, or local law. Ariat is committed to providing reasonable accommodations to candidates with disabilities. If you need an accommodation during the application process, email human.resources@ariat.com. Please see our Employment Candidate Privacy Policy at www.ariat.com/careers to learn more about how we collect, use, retain and disclose Personal Information. Please note that Ariat does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Agreement, Ariat will not consider or agree to payment of any referral compensation or recruiter/agency placement fee. In the event a recruiter or agency submits a resume or candidate without a previously signed Agreement, Ariat explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes , including those submitted directly to hiring managers, are deemed to be the property of Ariat.