Specialist - Key Account Services

At a Glance: 

As an Account Service Representative for our Key Accounts, your number one job is to ensure our key players get the right product at the right time. Part of your goal is to help us become the easiest sports retailer in the industry to work with. You will be the first point of contact for our Sales team and warehouse regarding key account shipments and their vendor routing guidelines. You will be responsible for processing orders via EDI transmission mainly in SPS Commerce and Microsoft Dynamics 365. You will also be assigned specific accounts to work with and serve as the contact for all account communication on shipments via phone, email, and our CRM systems. For each shipment you handle, you will aim to WOW our key partners and will strive to find customized solutions when errors arise.

You will be based out of our Americas HQ in Portland, Oregon, working alongside warehouse teams in Atlanta, Los Angeles, and Toronto, Canada to ship orders efficiently, while interacting with other teams across the globe.

Your Team:

Being in direct contact with our partners means we are able to consistently surprise them with outstanding service. We see problems as challenges and aim to solve them in the most positive way possible. Communication and enthusiasm are key in Account Services. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer experience.

Your Mission:

• Manage assigned wholesale Key Accounts through the delivery of timely, outstanding, and competitive service in partnership with the sales team and other internal departments to achieve business targets and further develop relationships of On’s Key Accounts.
• Work simultaneously with multiple systems (ex. ERP, CRM, SPS Commerce) and specified vendor portals such as Zapporo, Tradestone, and Ariba.
• Maintain the account order book and proactively communicate shortages and delayed product to Sales or directly to the account, ensuring orders are shipped according to the account expectations.
• Act as the point of contact for assigned account(s) for all packing, shipping, and routing inquiries, maintaining an in-depth understanding of all compliance standards.
• Strategically leverage inbound reporting and allocation techniques/protocols to ensure high order fill rates.
• Demonstrate an understanding of the account routing guide to minimize chargebacks.
• Communicate daily with our 3rd Party Logistics warehouse regarding key account shipments and guidelines that strictly need to be followed.
• Proactively monitor and adjust orders to maintain accurate, complete, and on-time shipments from receipt of PO and order confirmation, to warehouse shipping and invoicing.
• Assist Compliance and Finance teams in researching chargebacks and identifying actionable procedures to reduce financial impact going forward.
• Critically think about On’s current processes and practices by courageously providing creative solutions to drive continued enhancements, strengthening relationships internally between AS and Sales, and between On and assigned
• Efficiently use EDI and related systems to ensure that orders are integrated in a timely manner, enabling an efficient, up-to-date and effective order book.
• Promote an environment that supports diversity and inclusion while reflecting the On Spirits.
• Other duties as needed.

Your Story:

• Prior experience in a similar Customer Service, Account Operations, or Account Management role.
• Experience with various systems including D365 (or similar ERP), SPS Commerce, Google Suite and Salesforce preferred.
• Intermediate Excel skills, PivotTables and LOOKUP skills are a plus.
• Strong attention to detail.
• Experience with vendor portals and routing guidelines is a bonus, as well as collaborating with logistics providers and warehouse operations.
• Passion for cortical thinking and brainstorming new methods of improving account experiences, leading with a sense of curiosity, ownership and a desire to deliver the WOW.
• Additional language abilities are a plus.

What We Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.

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