About Spinrite
Spinrite is an inspiration and education-driven crafts company in the North American market. Bernat, Red Heart, Caron, Coats & Clark and Yarnspirations are our key brands, supporting brick and mortar and e-commerce sales channels. Our products are available at leading retailers such as Walmart, Amazon, Jo-Ann Stores and Michaels. We take pride in what we do and are passionate about inspiring creativity for our consumers. Recently, we have grown significantly. In early 2019, we purchased Coats & Clark, which essentially doubled the size of our company. Moving to the future, our vision is to the world’s largest inspiration-driven company for makers all over the world.
About the Role
Reporting to the Key Account Manager, the Account Support Representative will be responsible for a broad range of customer service duties including communications, problem solving and data-entry.
Duties & Responsibilities
Order Management and Accuracy for either EDI and/or manually entered orders within the customer/company prescribed timelines.
Post Order Release - Monitors orders being filled, reviewing inventory, and alerting the customer or sales manager to any stock shortages within prescribed timelines.
Verify customer claims for accuracy, provide supporting information to challenge/approve.
Tracking and reporting shipping shortages and customer fines.
Customer credit issuance and or processing as needed based on manager’s approval.
Receive and respond to phone calls, voice mail, e-mail, fax, web site and letters in a timely manner.
Establish and maintain good customer rapport and build relationships with retail buyers and international distributors.
Respond to questions from customers in a timely manner; elevate any concerns to the sales manager if required.
Promote the company and products to customers, providing product knowledge and support.
Process/alert Spinrite team of any customer driven changes that would impact order, shipping, and billing handling.
Enter information into the customer databases. example pricing, product specifications, key dates.
Publish weekly and month customer service reports as required.
Perform tracing and tracking of shipments. Address shipping concerns.
No specific responsibility for health and safety of others, beyond following standard defined health and safety procedures and reporting any observed workplace hazards.
Perform other duties as required.
Qualifications
Exceptional verbal and written communication skills.
Independent worker, motivated, self-starter.
Ability to work across functions in a collaborative manner.
Exceptional attention to detail and timeliness in handling time sensitive tasks.
Knowledge of product base is an asset.
Strong computer skills in applications including:
Microsoft Office Word.
Excel – Intermediate level.
Visual – or related MRP experience.
VX Explorer or related software.
2 – 3 years of relevant work experience in customer service.
Secondary school diploma.
Spinrite is an equal opportunity employer. It is our policy to provide equal employment opportunities to all employees and all applicants for employment without regard to any status protected by the Ontario Human Rights Code, US Equal Employment Opportunity Commission, and applicable state law. If you need assistance or accommodations during any part of the application or interview process, please contact us at 519-291-3780 and ask to be directed to HR.