Customer Service Representative - Key Accounts

Kaplan Early Learning Company - Winston-Salem, NC (30+ days ago)


Kaplan Early Learning Company - A national leader in the distribution of early childhood and elementary school products.

Customer Service Representative - Key Accounts

Local candidates only as relocation is not available for this position

For over 40 years, Kaplan Early Learning Company has been a leading provider of educational products and services that enhance children's learning in the birth through elementary market. We pride ourselves on providing quality products and exceptional customer service we believe every customer deserves.

We bring to market innovative curricula, cutting edge assessments, teacher resource materials, classroom products and valuable professional development opportunities to early childhood and elementary school educators, caregivers and parents around the world.

About the Position
Our Key Accounts Customer Service Representatives manage orders and shipments for our Key Account customers to optimize sales and ensure customer satisfaction and retention.

Position Responsibilities Include:
Assist customers with product selection, requests for pricing, account information, order placement, and service/product issues. Contact customers regarding backorders, item availability, sizes, color, NLA's, substitutions, etc. and process RMA's. Collaborate with customers to maintain recommended classroom/center lists.
Follow through on orders/issues from order placement to shipping/invoicing and respond to customer inquiries regarding service, account and product issues. Edit customer orders, review for special instructions and enter phone orders in system. Close follow-up of new center orders, prepare delivery and shipment documentation.
Analyze solutions, coordinate activities with internal departments and Sales Representatives, and take appropriate action to ensure resolution, documentation, and customer satisfaction. Collaborate with Accounts Receivables to maintain accounts and ensure set-up and mailing of invoices and statements to meet customer requirements.

Position Requirements Include:
High school diploma or equivalent with 4-5 years customer service experience, including 2 years call center experience or high volume phone customer service experience with focus on complex problem resolution.
One - two years sales experience, including ability to up/cross-sell preferred.
Professional interpersonal skills with excellent follow-up and verbal/written communication skills.
Must exhibit initiative and have ability to handle multiple priorities with a focus on detail.
Strong project management skills with ability to effectively prioritize, resolve issues and make decisions within guidelines.
Excellent basic math skills with accounts receivable experience and proficiency in analyzing account transactions/account reconciliation.
PC literate with proficiency in intermediate Excel/Word and data entry/10-key skills. Peoplesoft experience not required, but a plus.
Must be team-focused and flexible to business demands with proven ability to work independently.
Please include your salary range requirement.

Kaplan Early Learning Company is an Equal Opportunity Employer. We embrace differences, welcome diversity and value a culture of respect.