General Summary

This position serves as the primary contact for partners and representatives in the assigned territory and is responsible for all facets of sales operations support and order management functions for assigned territory. The Customer Service team provides best in class customer service to KEEN partners by accurately processing orders, timely and professional follow-up, and fulfillment of customers' needs to ensure ongoing satisfaction.

Essential Responsibilities

• Responds to incoming calls regarding orders, order changes, return authorizations & warranties, and product information and availability. Responds to general questions and resolves a diverse range of issues involving pricing, product usage and care, product availability, inventory, transportations, and product delivery. Provides courteous and professional service to internal and external customers.
• Manages assigned accounts by ensuring orders are entered accurately and confirmed to the customer in a timely manner. Makes decisions and take calculated risks to meet partner expectations in a manner consistent with company goals and policies.
• Audits open orders and provide timely responses to resolve discrepancies. Makes decisions and takes calculated risks to meet partner expectations in a manner consistent with company goals and policies.
• Builds and maintain strong relationships with Partners and Sales representatives in the assigned territory and manage any issues that may arise. Acts as a liaison between partners, sales, and other departments as required to meet account goals and directives.

Minimum Qualifications

• A high school diploma or equivalent level of education is required. Bachelor's degree is preferred.
• Two years of experience in a customer service or similar role is required.
• Detailed knowledge of commonly used customer service concepts, practices, and procedures.
• Bilingual in English and French preferred.
• Exceptional communications skills: clear and articulate in both verbal and written form.
• Proven ability to develop rapport and maintain strong working relationships with internal and external customers.
• Attention to detail and high regard for follow-through.
• Ability to multi-task using a computer, telephone, and with competing priorities.
• Positively adapt to change and shifting priorities and directives.
• Able to work independently as well as in a team environment.
• Problem solving, including outside of the box considerations.
• MS Office Suite experience and proficiency in Excel.
• SAP and EDI experience preferred
• Desire and ability to contribute to and enhance KEEN's unique culture, philosophy and core values.

Travel Required

Travel is not required for this position.

Why Work at KEEN: Driven by a passion for life outside, KEEN is a values-led, independently owned brand from Portland, Oregon, that's on a mission to create original and versatile products, improve lives, and inspire outside adventure. Founded in 2003, KEEN launched a revolution in the footwear industry with the introduction of the Newport adventure sandal, and has donated more than $18 million to non-profit organizations and causes around the world to promote responsible outdoor recreation, including conservation efforts to protect open spaces. KEEN strives to show the world through its products and its actions that a business for good can actually be good for business. By giving back, reducing impact, and activating communities and individuals to protect the places where we work and play, KEEN puts its values in motion and takes action to leave the world a better place.

At KEEN, we believe in a more just and equitable future for all people. As a global brand, we acknowledge that our business, buildings, and daily lives exist within the traditional territories of indigenous peoples. We strive for a future that recognizes the knowledge, rights, and resilience of these peoples.

KEEN Footwear is an equal opportunity employer. We value an inclusive and diverse community. Qualified candidates of all backgrounds are encouraged to apply and will be considered without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.