Senior Specialist - Account Services

On•Portland, OR

4h•Onsite

About The Position

As a Senior Specialist in Key Account Services, your primary mission is to ensure our most significant wholesale partners consistently receive the right product at the right time, solidifying On as the premier and easiest sports retailer to collaborate with in the industry. You will act as an expert resource, critical escalation point, and a bridge between AS Leadership, the sales team and the warehouse regarding complex account shipments and the proactive management of their order books. Your responsibilities will include advanced order processing via Microsoft Dynamics 365, strategic account ownership, serving as the lead point of contact for all critical shipment-related communications via email, and/or our CRM systems, and leading key operational projects for our top-tier accounts. For every shipment and challenge you navigate, your focus will be on exceeding partner expectations through sophisticated problem-solving and the implementation of tailored solutions. Based at our Americas HQ in Portland, Oregon, you will collaborate closely with warehouse leadership in Atlanta, Los Angeles, and Toronto, Canada to optimize order fulfillment efficiency, while strategically engaging with cross-functional teams globally to ensure seamless key account operations.

Requirements

3+ years of prior experience and proven track record of success in a Customer Service, Sales, Strategic Account Operations, or Key Account Operations, 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.

Responsibilities

Strategic Account Partnership & Relationship Management:
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.
Advanced Order Book Management & Shipment Oversight:
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.
Alongside your team, 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.
Operational Project Leadership:
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.
System Navigation & Data-Driven Insights:
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.