Customer Sales Assistant

Ripple Junction is one of the most successful purveyors of licensed apparel and merchandise in the United States.  We create a wide-range of top-quality products that appeal to the fans of our extensive roster of licensed properties, while generating strong sales for our numerous retail partners.  We have been named to License Magazine’s Top Licensee list ten years running.  
JOB SUMMARY: 


The Customer Sales Assistant is responsible for supporting the sales staff in many different areas including accurate order entry, backorder management, interfacing with other departments, assisting in sales presentations and sample requests and by providing quick, knowledgeable and friendly assistance when addressing customer questions or concerns.
Key performance objectives in order of priority are:
  • Provides support to Account Executives by assisting with presentations and other administrative duties which will facilitate the generation of sales.
  • Provide a positive experience for Ripple Junction customers by managing customer expectations in a way the will encourage repeat business.
  • Provide accurate and timely order entry into the ERP system.  
  • Ensure collection of necessary information and documents from customers and keep the A2000 customer master updated with the latest information and contacts at all times.
  • Expedite the processing of the orders through clear and accurate communication of information across departments, such as credit terms, shipping requirements etc.
  • Effectively manage the life cycle of customer orders from initial entry to the successful shipping of the order in the most time efficient manner possible. 
  • Complete all follow up required for the order as required either by closing the order, managing the backorder or facilitating the returns process.
  • Provide reports generated in A2000 to facilitate the order management process and to assist the Sales staff in increasing sales.
ESSENTIAL DUTIES AND RESPONSIBILITIES: To successfully meet the performance objectives of the position, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill, and/or ability required.  Other duties may be assigned.
  • Receives and transfers incoming calls to appropriate individuals or takes messages as requested. Appropriately screens calls from solicitors.
  • Assists customers by processing orders, answering questions and providing order information over the phone, fax, e-mail, and/or via “live chat.”  They also distribute other general faxes.
  • Assists the Sales Department; enters orders, and samples to reps and customers, and licensors. Runs stock reports and gathers general information and assists with sales presentations as requested. Process and provide open order reports for sales reps weekly for their review.
  • Receives and completes daily order entry. Proactively follows up with sales reps and customers regarding order questions on styles ordered, address verifications, shipment status and/or credit terms for orders.
  • Ensures accurate and up to date customer information is entered into the A2000 Customer Master, such as resale certificates, contacts, shipping information, etc.
  • Accurately request style set up with correct, color, size, price, upcharges, royalty codes and photos.  Request UPC’s for the style.
  • Request art on HAL
  • Ensures all available stock orders are shipped within five business days and manages customer back orders by using open order reports.
  • Handle returns including processing and authorization.
PERFORMANCE FACTORS: The performance factors described here are core abilities that will contribute to the employee successfully carrying out the assigned duties and responsibilities of this job.
  • Self-Management: Prioritizes and completes tasks in order to deliver desired outcomes within allotted time frames. Independently pursues business objectives in an organized and efficient manner; prioritize activities as necessary to meet job responsibilities; maintains required level of activity toward achieving goals without direct supervision; minimizes work flow disruptions and time wasters to complete high-quality work within a specified time frame.
  • Personal Accountability: Is answerable for personal actions. Accepts personal responsibility for the consequences of actions; avoids placing unnecessary blame on others; applies personal lessons learned from past failures to moving forward in achieving future successes.
  • Goal Achievement: Sets, pursues and attains achievable goals in conjunction with Manager. Establishes goals that are relevant, realistic and attainable; identifies and implements required plans to achieve agreed upon business goals; initiates activity toward goals without delay; stays on target to complete goals regardless of obstacles or adverse circumstances.
  • Results Orientation: Identifies actions necessary to complete tasks and obtain results. Maintains focus on goals; identifies and acts on removing potential obstacles to successful goal attainment; implements thorough and effective plans and applies appropriate resources to produce desired results; follows through on all commitments to achieve results.
  • Self-Starting: Initiates and sustains momentum without external stimulation; initiates relevant activities toward achieving business goals; independently completes projects and produces desired results; requires little or no supervision to stay focused on necessary activities; identifies and present sales opportunities to Manager and Sales staff.
  • Flexibility: Responds to and integrates change with minimal personal resistance. Adapts effectively to changing plans and priorities; demonstrates the capacity to handle multiple tasks at one time; adjusts preset plans as necessary with minimal resistance. 
  • Planning and Organization: Defines plans and organizes activities necessary to reach targeted goals; organizes and utilizes resources in ways that maximize their effectiveness; implements appropriate plans and adjusts them as necessary; consistently demonstrates organization and detail orientation. Makes recommendations to improve the Customer Service process. 
Minimum Qualifications
  • Experience: Minimum of two (2) years sales support, customer service and/or administrative experience. 
  • Reasoning Development: Ability to interpret and carry out instructions furnished in written or oral form; deal with problems involving several concrete variables.
  • Mathematical Development: Ability to add, subtract, multiply, and divide all units of measure.
  • Language Development: Ability to read workplace rules and procedures; prepare customer emails, business letters, summaries, and reports, using a prescribed format and conforming to all rules of punctuation, grammar and style; speak with poise and confidence, using correct English.
  • Computer Skills- ERP skills a plus but not required
  • Ability to Multi Task
  • Licensures and Certifications: None required.
  • Education: High school diploma or equivalent.
This position offers the opportunity for profession growth, competitive pay and benefits including medical, dental, life insurance, PTO, holidays and a company matched 401K, all in a fast-paced and fun work environment.
No relocation expenses will be paid in conjunction with this open position.

Interested candidates should submit resume and compensation requirements to:
https://rippletest.wufoo.com/forms/customer-sales-assistant-z118go0f1cibe6o/