On - Specialist – Key Account Services (Field Accounts) - Portland

Team for Career Site

Customer Service

In short

As an Account Service Representative for our Field Accounts, your number one job is to ensure our key players get the right product at the right time. You will be the first point of contact for our Sales team and Warehouses for your accounts, regarding fulfillment outlook, account shipments, vendor routing guidelines and order entry. Your responsibilities may also include processing orders via EDI transmission, mainly in SPS Commerce and Microsoft D365, or via Data Management uploads, vetting and correcting issues, and tracking changes and requests. For each specific account assigned to you, your aim is to partner effectively across internal teams and external accounts by leveraging email, utilizing our CRM system and other communication channels, and striving to deliver the WOW with each interaction.

With your experience, you will bring a desire to learn and grow, lead with operational excellence and execute your daily work with a great attention to detail. You have past experience utilizing CRM and ERP systems, Microsoft Excel, and vendor portals. You will work with a core team at our North American HQ in Portland, Oregon, and interact with our other teams across the globe.

Your mission

– Manage assigned wholesale Field 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 accounts.
– Work simultaneously with multiple CRM systems, specifically Microsoft Dynamics 365, SalesForce, SPS Commerce, and specified vendor portals such as Zapporo, Tradestone, and Ariba.
– Manage orders through the entire order lifecycle while ensuring accuracy and proactive communication is maximized with clear, concise and timely outreach/responses to all relevant business partners.
– Act as the primary point of contact for assigned account(s), maintaining an in-depth understanding of all compliance standards regarding packing, shipping, and routing while partnering with the account and multiple internal functional areas to ensure standards are met.
– Strategically leverage reporting and allocation techniques/protocols to ensure high order fill rates.
– Demonstrate an understanding of account routing guides to minimize chargebacks and communicate consistently with our 3rd Party Logistics warehouse regarding field 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.
– 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 Field Accounts.
– Assist Compliance and Finance teams in researching chargebacks and identifying actionable procedures to reduce financial impact going forward.
– Demonstrate critical thinking and ownership toward supporting our field account sales team and their corresponding assigned accounts.
– 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.

Your story

– Experience in a similar Customer Service, Account Operations, or Account Management role.
– Understanding and experience within various systems including D365 (or similar ERP), SPS Commerce, Google Suite and Salesforce
– Intermediate Excel skills, PivotTables and LOOKUP skills are a plus.
– Ability to successfully communicate across all levels and departments of a matrix organization.
– 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 to brainstorm 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.

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.