Spinrite is an inspiration and education-driven crafts company in the North American market. Bernat, Red Heart, Caron, Coats & Clark and Yarnspirations are our key brands, supporting brick and mortar and e-commerce sales channels. Our products are available at leading retailers such as Walmart, Amazon, Jo-Ann Stores and Michaels. We take pride in what we do and are passionate about inspiring creativity for our consumers. Recently, we have grown significantly. In early 2019, we purchased Coats & Clark, which essentially doubled the size of our company. Moving to the future, our vision is to the world’s largest inspiration-driven company for makers all over the world.
About the Role
Reporting to the Key Account Manager, the Account Support Representative will be responsible for a broad range of customer service duties including communications, problem solving and data-entry.
Duties & Responsibilities
Monitor orders being filled, review inventory, and alert the customer or sales manager to any stock shortages.
Coordinate gathering of samples with internal teams.
Prepare quotes/sample tags and send samples to customers.
Coordinate sending samples for consumer testing labs.
Coordinate promotional templates internal and external and generate orders
Establish and maintain good customer rapport and build relationships with retail buyers and international distributors.
Respond to questions from customers in a timely manner; elevate any concerns to the sales manager if required.
Promote the company and products to customers, providing product knowledge and support.
Process letters from customers.
Review and edit presentations for customer meetings
Enter information into Spinrite and customer databases.
Publish weekly and month customer service reports as required.
Perform tracing and tracking of shipments and address any shipping concerns.
Create new item set ups in WM Retail Link system
Maintain customer item information and changes in WM Retail Link system
Update cost change scenarios in WM Retail Link system as needed.
Advise IT/EDI of cost changes
Track claims and work with accounting to reconcile chargebacks
Track product testing requirements and work with internal teams to ensure we are compliant.
Perform other duties as assigned and support other departments as required.
Strong computer skills in applications including:
Microsoft Office Word.
Excel – Intermediate level.
Visual – or related MRP experience.
VX Explorer or related software.
Secondary school diploma.
2 – 3 years of relevant work experience in customer service.
Exceptional verbal and written communication skills.
Independent worker, motivated, self-starter.
Knowledge of product base is an asset.
Attention to detail is critical.
Experience with Walmart’s Retail Link would be an asset.
Spinrite is an equal opportunity employer. It is our policy to provide equal employment opportunities to all employees and all applicants for employment without regard to any status protected by the Ontario Human Rights Code, US Equal Employment Opportunity Commission, and applicable state law. If you need assistance or accommodations during any part of the application or interview process, please contact us at 519-291-3780 and ask to be directed to HR.