Retail Account Support Specialist

Job Summary The Retail Account Support Specialist role is essential in supporting retailer, distributor, and wholesale customer accounts from onboarding through ongoing account maintenance. This role supports the Retail Sales team by managing New Item Forms, customer profiles, wholesale pricing information, customer documentation, sample orders, wholesale applications, customer portals, and account-specific SOPs. This position works closely with Operations, Accounting, and Customer Service to ensure customer information is accurate, account requirements are documented, orders and samples are entered properly, and customers receive timely support. •Cover letters explaining why you would be a good fit for our company are highly encouraged. Core Responsibilities Complete and manage New Item Forms, customer setup forms, product information sheets, vendor setup documents, and other required account documentation for retailers, distributors, and wholesale customers. Maintain accurate customer profiles, account information, contacts, pricing, item setup details, customer portal, and customer-specific requirements. Enter customer orders as needed and ensure all order details are accurate. Enter sample orders for the Retail Sales team and coordinate with internal teams to make sure samples are processed, shipped, and documented properly. Send wholesale applications, account setup forms, product information, and onboarding documents to prospective customers. Follow up with prospective customers, retailers, distributors, and wholesale accounts to collect missing information, completed forms, tax documents, resale certificates, contact details, portal access requirements, or other onboarding needs. Maintain up-to-date information in customer-specific portals, including vendor profiles, company information, contacts, insurance documents, product information, pricing, item setup data, and other required documentation. Create, update, and maintain account-specific SOPs for retailers, distributors, and wholesale customers, including portal instructions, order requirements, document requirements, pricing rules, contacts, and account-specific processes. Track, review, and help manage customer chargebacks, off-invoice discounts, deductions, commissions, credits, and related account adjustments to ensure they are documented accurately, communicated to the appropriate internal teams, and resolved in a timely manner. Work closely with the Order Management team to obtain order updates, shipment status, routing updates, ASN status, documentation updates, and other information needed by the Retail Sales team or customer. Follow up on outstanding invoices, past-due balances, missing payments, short-pay questions, and customer payment status in coordination with Accounting. Help resolve customer account issues related to missing documents, incorrect account information, pricing discrepancies, portal issues, order questions, samples, onboarding delays, or invoice follow-up. Answer retail-related phone calls and emails in a professional manner, route inquiries to the appropriate person when needed, and ensure customer questions are followed up on promptly. Communicate clearly with Sales, Accounting, Customer Service, Operations, and Order Management to make sure account information, customer requirements, and order-related updates are accurate and current. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications Must possess excellent organization skills and strong attention to detail Experience with sales support, account support, customer service, retail support, order entry, or administrative support preferred Computer skills and Microsoft Office proficiency required Experience with customer portals, ERP systems, CRM systems, Excel, Google Sheets, or similar business systems preferred Possess excellent communication skills, verbal and written Able to follow detailed customer-specific instructions and maintain accurate records Able to apply various problem-solving methods and follow up on open items until resolved Experience working with retailers, distributors, wholesale customers, or consumer packaged goods is a plus Education and/or Experience High school diploma or equivalent is required. An associate or bachelor's degree is preferred, along with prior experience in customer support, account administration, sales support, retail support, or order entry. Physical Ability While performing the duties of this job, the employee may be required to sit, stand for extended periods, talk, listen, reach, grab, walk through office or warehouse areas, climb rolling step ladders, and/or lift. The physical demands described must be met to perform the essential functions of this job successfully. Reasonable accommodations may be made for individuals with disabilities. Work Environment Mary Mack's maintains a mission to keep our brand experience alive in our high-energy, demanding workplace. Our team is highly collaborative and works together to identify growth opportunities. Our team is supportive of one another, and we value our employees by creating a fun atmosphere with team activities, including - State Fair Day, Lawn Games, Holiday Celebrations, Sports/Game Day Challenges, etc. Office/Deskwork Temperature-controlled Concrete floors Low to moderate noise level Smells of food products Routine hand washing

Department:

The person in this role reports to the Retail Account Manager.

Job Type:

Full-time -

Salary/Exempt Position Benefits:

Health Insurance/HRA Dental/Vision Insurance Supplemental Insurance Plans Paid time off / Paid Hoildays Retirement plan

Schedule:

8-hour shift, day shift, Monday to Friday, with occasional nights/weekends Ability to commute/relocate: Ability to reliably commute to Clinton, NC 28328 About Mary Mack's Mary Mack's mission is to empower you, your loved ones, and our community to have fun and create sweet memories together all year. We have a portfolio of flavorful brands delivering smiles, one serving at a time. We provide premium snow cone syrups, cotton candy sugars, single-serve treats, and DIY home-use equipment. ---Eat. Smile. Repeat! Our story begins in 1995 with ice, syrup, and a food truck on the curb of a traffic circle. Today, we are the leading shaved ice and snow cone syrup manufacturer with 8-figure revenue. Our in-office, high-performing, goal-crushing team is the company's backbone, and we operate with a unique set of fundamental values. Our team members are go-getters who support and strive to teach and learn from one another. If you always do the right thing, practice blameless problem-solving, honor commitments, speak straight, and keep things fun, you're on a promising path to becoming our next colleague!

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Parental leave Vision insurance

Work Location:

In person