IT BEGAN WITH A FLIP-FLOP. But not just any flip-flop. A sandal that revolutionized the industry, bringing biomechanical support to a quintessential summer staple. From these humble beginnings in Australia to the bustling San Francisco Bay Area, Vionic has grown from a fledgling business to a global footwear brand. We’re bringing together style and science and reimagining the look of supportive footwear.
Vionic has been named a 2018 Gallup Great Workplace Award Winner, and is the only company recognized in the fashion and retail sector. Vionic is one of just 39 companies globally to receive the prestigious award, which celebrates companies that achieve exceptional performance by creating a culture of high-reaching employee engagement. Gallup has rated Vionic among the top 2% of all companies based on "Employee Engagement” exceeding the national average by 65 percentage points. We are also officially certified and recognized as a Marin/Bay Area/California Green Business.
Our beautiful and bright office is SUPER conveniently located right off the 101 in San Rafael and just a couple blocks from the SMART train station.
In a Nutshell:
We are looking to cover a maternity leave and want to bring someone on as Customer Care Consultant. We anticipate this being at least 5 months. In this position you will provide exceptional service to Vionic's corporate customers (wholesalers, retailers and outside sales representatives) as well as meets/exceeds sales profit and customer satisfaction targets. If you are passionate about customer experience, love shoes, and a fun work environment, we would love to chat with you! Sound like you? Apply and share your excitement for this role at http://jobs.jobvite.com/vionicgroup/job/oOsB9fwK Can't wait to speak with you!
What You'll Do:
-Process and maintain orders received from customers, Sales Reps and B2B platform through to fulfillment. Manage and maintain the open order book of business. Including but not limited to sending sales order confirmations, communicating backorders, duplicate orders and other sales order issues.
-Ensure orders are supplied correctly and on time. Manage and maintain order book based on incoming factory PO’s. Working with Sales Team and Planning Team to move orders up to procure sales and reorders in future months.
-Receive and make relationship-building calls to agents, wholesalers, retailers and on occasion from consumers. Advises on backorders, available inventory, shipping / tracking and general queries. Makes suggested selling / up-selling. 'Warm' calling around promotions surrounding National Advertising Campaigns.
-Run reports and analyze data to identify trends in Sales and reports to the territory Sales Rep and Customer Service Manager on those trends. Initiate action to take advantage of opportunities and/or implement corrective action when performance is below standard.
-Returns / Reverse Logistics - Work with customers and sales agents / team to efficiently and effectively manage returns and warranty requests. Issues and follow through R/A numbers to authorize returns and arrange efficient transportation back to the Distribution Center
-Customer Relations - Regularly maintain and ensure accurate customer account record contact, routing, ship to, buyer information in the company’s ERP system. Onboard incoming new accounts by providing customers with B2B training and POP material and media. New Customer and new Sales Rep B2B training.
What You'll Bring to the Team:
-Experience in telephone-based computer service role, required.
-Prior experience in working to a sales budget.
-Advanced skills in Excel, experience and proficiency with customer service / order entry software systems, basic skills in standard office software such as Word & Outlook, required.
-Understanding of EDI and implementation.
-Ability to multi-task, prioritize and toggle between several screens like a champ.
-Ability to solve problems efficiently, quickly and with empathy for customer issues. We've all been on the other end of the call, right?
-Industry knowledge of footwear/apparel is preferred.