Customer Support Analyst

Overview

The Customer Support Analyst will provide excellent customer service to Ariat retailers, sales representatives, internal and external customers. You will support and communicate with sales representatives, retailers and internal customers by completing various tasks such as supporting retail accounts, order entry and order book management, maintenance, tracking and having a depth knowledge of product and order statuses. Candidates will be responsible for running daily reports and analyzing the data to ensure order book is up-to-date and product is strategically shipped to retailers.

You will support coworkers on an as needed basis and meet all company and department initiatives.

• Providing courteous and professional service to internal and external customers
• Serving as the primary contact for dealers and sales reps in assigned territory(s), including building relationships and managing any issues that may arise
• Ensuring orders are entered accurately and confirmed in a timely manner for assigned accounts
• Responding promptly to a high volume of calls, voicemails and emails daily
• Verifying daily price and auditing of EDI and open orders
• Quickly resolving order discrepancies
• Acting as a liaison between customers, field sales and other departments as required to meet account goals and directives
• Collaborating with Allocation Specialist and Distribution team to ensure orders are filled and shipped in a timely manner
• Resolving a diverse range of issues including general questions and problems involving pricing, product usage and care, product availability, inventory, transportation, order book management and product delivery
• Providing 800# and B2B support including inbound calls/emails regarding orders, order changes, return authorizations and warranty coverage
• Providing support in a specific area of focus, i.e. Key accounts, EDI, new hire training, front desk coverage or any other operational support function when needed
• Assisting with other responsibilities based on business needs

• Intermediate to Advanced level computer skills with MS Office Word & Excel (pivots; vlookup; formulas)
• Strong analytical skills required to determine possible issues, interpret data and identify solutions
• Experience with order processing and management, product allocation in an EDI system
• Knowledge of SAP or similar order entry systems
• Understanding and appreciation of order to cash cycle
• Experience with EDI customers preferred
• Ability to prioritize work, handle multiple tasks and work independently of supervision
• Detail orientated with outstanding follow-through
• Able to solve customer problems, make decisions and take calculated risks in order to meet partner expectations in a manner consistent with company goals and policies. Raise issues to supervisor that may affect cross functional departments
• 2-3 years customer service in a high-volume environment and preferably in a footwear, apparel, outdoor equipment or manufacturing environment
• Exceptional written, oral and face-to-face communication skills
• Enthusiastic, friendly and outgoing with the ability to develop strong working relationships with internal and external customers
• Fast acting and capable of adapting quickly to change
• Desire and ability to contribute to and enhance Ariat’s unique culture, philosophy and core values
• Team oriented and holds confidences
• Rely on experience and judgment to plan and accomplish goals with ability to perform a variety of tasks

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 hourly range for this position is $31.25–$33.65 per hour.

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…