On - Account Service Representative, Wholesale - Anywhere

Team for Career Site

Customer Service

In short

This role is located in Portland, OR, for a hybrid work environment.

As an Account Services Representative with a focus on our B2B dealers, your number one job is to ensure On dealers are happy! You will be the first point of contact for our dealers and responsible for inquiries via phone and email. With each case you handle, you will aim to WOW our retailers and will always strive to find a customized solution. Your number one job is to ensure our B2B partners get the right product at the right time. You will be responsible for maintaining the lifecycle of an assigned order book utilizing Microsoft Dynamics 365 (ERP), Looker (BI), and Excel. 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 B2B order allocation, outbound shipments, and vendor routing guidelines. Your contacts will include account buying teams, On’s Sales team, and On’s Operations team. For each order 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 mission

– Work efficiently within multiple CRM systems, specifically Microsoft Dynamics 365, Salesforce, and vendor portals
– Demonstrate ownership toward supporting our sales team and corresponding accounts
– Build relationships with On’s B2B Accounts to enable essential order book actions, reducing direct involvement from the sales team.
– Monitor and adjust the order book to ensure accurate, complete, and on-time shipments.
– Oversee internal account administration of On’s dealer accounts in Salesforce
– Maintain responsibility for daily account management of orders, future orders, and invoicing of orders
– Resolve issues promptly as they relate to assigned sales representatives and accounts including returns, damages, and sales order discrepancies
– 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.
– Communicate daily with our 3rd Party Logistics warehouse regarding orders, returns, and any order discrepancies
– Communicate with our dealers via phone and email while providing excellent customer service and accurate information (e.g. inventory levels, pricing, product information, re-orders, and pre-orders) within 24 hours
– Other duties as needed

Your story

– 1+ year prior experience in Customer Service, Account Operations, or Account Management role
– Understanding of various systems including D365 (or similar ERP), SPS Commerce, and Google Suite preferred
– Intermediate Excel skills, PivotTables and LOOKUP skills are a plus
– Excellent written and oral communication skills / interpersonal skills with a focus on relationship-building, listening and questioning

Meet the 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.