Service Specialist, Strategic Accounts

Amer Sports Company•Chicago, IL

3d•Onsite

About The Position

We are currently seeking a Service Specialist, Strategic Accounts to be a customer advocate within the Wilson Strategic Accounts team that works in conjunction with the sales team to build strong on-going relationships with our key account retailers and e-tailers. The Service Specialist works with our largest established accounts on order placement and review processes, inventory and substitution strategies, and streamlining the order to receipt procedures by working with the account and internal teams. This role is accountable for meeting targeted metrics and providing exceptional service to their assigned customer base.

Requirements

Minimum of 1-3 years of previous customer service experience, preferably in the sporting goods industry.
Proficient in Microsoft Office (Word, Excel, Outlook)
Exceptional customer service orientation and the ability to handle escalated customer concerns
Ability to adapt and focus based on business demands
Self-confidence
Ability to work independently and as a member of multiple teams
Analytical and problem-solving skills
Attention to detail with outstanding follow-through and time management skills

Nice To Haves

A Bachelor’s degree is preferred, but a high school diploma or GED with equivalent experience may be accepted in lieu of a degree.

Responsibilities

Interact with key customer accounts via telephone and email
Manage and resolve all outstanding order and inventory-related issues between shipping locations, receiving departments, sales, and the account order management teams
Understand and communicate assigned Wilson brand product category features and benefits
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
Complete and monitor the order cycle from entry through delivery to customer, including changes to orders, cancellations, and related customer communications
Lead and/or participate in projects related to the improvement of sales and support to our customers
Offer solutions for product(s) that may be oversold or backordered
Review and communicate all vendor compliance needs to the appropriate groups (warehouse, sales, supply planners, commercial managers)
Work closely with customer compliance team(s) to build strong relationships
Dispute compliance charges and follow up throughout the entire lifecycle
Create/track/maintain reporting of compliance offset charges by customer
Complete account-requested forms and use external applications (as directed by the customer) to communicate all necessary information
Act as the liaison between marketing/commercial and customer accounts to provide images, videos, and other brand content for all set-up requests
Work with the sales team to understand the accounts and support and/or build a sales strategy for the customer
Travel to customer accounts and/or trade shows as requested to build sales relationships
Provide important information regarding accounts to sales teams as needed
Complete all required reporting and documentation in relation to orders, returns and chargebacks
Provide new hire and ongoing training to teammates as requested
Perform other duties as assigned