Account Services Representative

WAC Lighting is looking for a skilled Account Services Rep (eASR) to join our eCommerce Team. In this integral role, you will be working directly with our Internet Retail Partners (80%) and End-Customers (20%) to answer inquiries, provide product information and resolve any emerging problems with accuracy and efficiency. The day to day consists of various account support activities that include but are not limited to sales inquiries, product inquiries (specs, pricing, availability, basic tech support, etc), order updates, returns/RGA support and escalated customer service issues.

This is a dynamic role that requires critical thinking and strong task management skills – working with major Partners like Wayfair, Home Depot, and Lumens to name just a few. You will learn a lot about the eCommerce Marketplace and be part of a high performing Team at WAC Lighting.

• Build and maintain operational relationships with our Internet Retail Partners
• Act as a partner advocate by providing exceptional account service
• Prioritize and respond to all partner inquiries by email, portal, chat and phone while managing their expectations
• Manage and resolve partner service issues using the Zendesk ticket platform
• Manage and resolve Marketplace communications and customer service, resolving end-customer requests and issues on the various platforms
• Support the Business Development team
  • Escalate Partner issues so we can proactively address and resolve them
  • Identify opportunities to improve operational SOPs
  • Assist with merchandising, onboarding new products to our marketplace platforms
• Maintain a high level of product knowledge
  • Resolve escalated technical support tickets including basic troubleshooting for lighting products (training provided)
  • Respond to customer feedback/complaints via Bazaar Voice portal
• Effectively manage multiple projects and assignments through completion
• Effectively work with internal Teams (Order Admin, RGA, Warehouse, Accounting) to deliver positive solutions to our Partners

The eASR role is evaluated on the volume of inquiries handled and the time to handle them, ability to manage escalations and by the exceptional level of service you provide our Partners. You will be measured on individual and team success.

• We look at ticket handling time, prioritizing SLAs for our Tier 1, 2, and 3 accounts
• We look at phone/ACD stats, call volume and agent availability
• We look at marketplace performance metrics, and staying above required thresholds

• Preferred – minimum 1 year experience working as an Inside Account Rep/B2B Customer Service Rep
• Strong interpersonal, time management/prioritization, analytical, verbal and written communication skills
• Ability to interact and communicate with end customers and internally, individuals at all levels of the organization.
• Attention to detail in composing materials, establishing priorities and meeting deadlines.
• Ability to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks/demands and get results.
• Strong organization and project management skills.
• Strong knowledge of a variety of computer software applications including the Microsoft Office Suite and Google Apps
• Experience working with SAP a plus

We recognize people as our most valuable asset. Our competitive salary and benefits package includes: paid time off; medical & dental coverage (including family coverage), vision, life, 401(k), tuition assistance; and continuous training and development.

WAC is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, gender, gender identity, sexual orientation, national origin, age, disability, genetics, or any other protected characteristic. In addition to federal law requirements, WAC complies with applicable state and local laws governing non-discrimination in employment in all of its locations.

This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, termination, recall, transfer, leaves of absence, compensation, and training.

Please note, all responsibilities outlined in the above job description are subject to change as needed. All efforts will be made to ensure proper notice is given for changes in responsibilities.