Key Account Manager
Papaya Global
Customer Success Coordinator
S&S Activewear
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as a strategic and supportive partner to key accounts throughout every stage of the order process.
- Engage clients via phone and electronic communication to foster loyalty and ensure long-term customer retention within the Promotional Products Industry.
- Provide accurate quotes, verify inventory levels, estimate shipping timelines, and respond promptly to customer inquiries.
- Cultivate strong customer relationships and ensure satisfaction by delivering professional and responsive support.
- Address customer inquiries: information requests, order confirmations, status updates, expedited requests, acknowledgments, periodic reporting, complaints, and returns within assigned territory.
- Collaborate closely with internal departments (Order Entry, Art, Planning, Production, Procurement, Quality Control/Assurance, Warehouse) to ensure timely shipments and fulfillment across ~900–1,000 accounts.
- Monitor order flow using system searches and dashboards to ensure seamless processing and timely movement of orders through the pipeline.
- Provide alternative product suggestions for out-of-stock items to maintain customer satisfaction and order continuity.
- Document, report, and escalate system-related issues and functionality concerns; administer issue tracking and compile customer feedback for continuous improvement.
- Assist customers with quotes, freight estimates, product recommendations, shipment dates, and reporting to keep them informed of their order status.
- Comply with individual and departmental service level agreements (SLAs) as defined by Deco Upper Management.
Requirements
- Bachelor’s degree in business, Business Administration, or equivalent industry-related experience.
- Minimum of 2 years of experience in customer service or sales, with direct interaction with the public.
- Excellent written and verbal communication skills in English, with a strong customer service orientation.
- Results-driven and able to thrive in a fast-paced environment with multiple competing priorities and deadlines.
- Demonstrates a positive, proactive approach to task completion.
- Proficient in utilizing multiple software programs and platforms; strong technical aptitude.
- Creative problem-solving abilities and a customer-focused mindset with empathy.
- Exceptional attention to detail and strong analytical skills.
- Capable of managing time effectively and working independently with minimal supervision.
- Strong interpersonal skills and the ability to collaborate effectively with internal departments.
