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On · 2 weeks ago

Senior Specialist - Account Services

Portland, OR

Full-time

Onsite

Senior Level

On is a company dedicated to growth and progress, and they are seeking a Senior Specialist in Key Account Services. In this role, you will ensure that significant wholesale partners receive the right products on time, manage complex account shipments, and lead operational projects to exceed partner expectations.

Product DesignSporting GoodsSports

Responsibilities

Serve as the main point of contact for assigned key account(s), proactively delivering exceptional, value-added service in close partnership with Sales Specialists, Key Account Services Leadership and Sales counterparts

Deepen relationships through proactive communication, ensuring a strategic and comprehensive view of their needs and our service delivery

Maintain a comprehensive view of assigned key account order books, proactively identifying issues and ensure alignment related to account and sales expectations relating to all things Order Book

Drive the recurring Order Book process, reporting results and flagging risks to your Lead and relevant cross-functional teams

Manage day-to-day warehouse escalations in collaboration with your Lead, including order cancellations, delay inquiries, and warehouse needs

Conduct high-level audits of account order books, funneling critical information up through Leads into pillar meetings

Ensure precise, complete, and on-time shipments from PO receipt through invoicing, leveraging advanced inbound reporting and sophisticated allocation techniques for industry-leading fill rates

In partnership with key stakeholders and/or your lead, drive key operational initiatives impacting Key Accounts, helping validate and streamline current processes to ensure alignment with strategic objectives

Critically analyze current processes, championing innovative solutions to drive continuous improvement and strengthen strategic alignment between Account Services and Sales leadership

Develop and refine processes, working alongside Specialists to achieve team goals and identify resource needs or team structure gaps to your Lead

Manage specific projects like auditing post-sell-in order submissions for accuracy, refining the Return-to-Vendor (RTV) process as a communication funnel to logistics, and helping guide strategic directives

Collaborate with the Compliance team on recurring issues, engaging with your Lead and/or warehouse liaison for solutions

Expertly navigate and leverage multiple integrated systems (e.g., ERP, CRM) to drive efficient and accurate account management, including advanced order processing via D365

Serve as the primary contact for AR and Finance teams for day-to-day call-outs, account settings, and case distribution

Qualification

D365CRM systemsAdvanced ExcelCustomer ServiceStrategic Account ManagementProblem-solvingAttention to detailProject managementCollaboration

Required

Prior experience and proven track record of success in a Customer Service, Strategic Account Operations, or Key Account Management role, ideally within the sporting goods or apparel industry

Demonstrated expertise with enterprise-level systems including D365 (or similar ERP), Google Suite, and advanced CRM platforms like Salesforce

Advanced Excel skills, including mastery of PivotTables, complex LOOKUP functions, and data analysis techniques

Exceptional attention to detail and a proven ability to manage complex operational processes

Substantial experience with vendor portals and intricate routing guidelines, as well as a strong track record of successful collaboration with logistics providers and warehouse operations at a strategic level

Proven ability to lead and manage projects, particularly those impacting key client relationships and operational efficiency

A strong passion for strategic critical thinking and developing innovative methods for significantly enhancing key account experiences, consistently demonstrating a proactive, ownership-driven approach with a focus on delivering exceptional value