Service Specialist, Strategic Accounts Job at Wilson Sporting Goods Co.
Overview:
What You'll Do:
What We're Looking For :
QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES
What We’ll Provide
We offer an innovative, inclusive, and people-first environment with competitive benefits and perks, including:
Wilson Sporting Goods Co. is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.
The Service Specialist, Strategic Accounts is 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.
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily:
Customer Service
- 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
Order Processing and Upselling
- 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
Vendor Compliance
- 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
Item Set Up
- 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
Account Building
- 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
Additional Duties
- 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
What We're Looking For :
This position requires a minimum of 1-3 years of previous customer service experience, preferably in the sporting goods industry. A Bachelor’s degree is preferred, but a high school diploma or GED with equivalent experience may be accepted in lieu of a degree.
QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- 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
What We’ll Provide
We offer an innovative, inclusive, and people-first environment with competitive benefits and perks, including:
- Paid time off for part- and full-time employees
- Education reimbursement
- Medical, dental and vision
- Pre-tax transit discounts
- 401(k) with company match
- Life insurance
- Paid parental leave
- Professional development opportunities
- Volunteering programs
- Team-building outings
- Discounts on Wilson and Amer Sports products
Wilson Sporting Goods Co. is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.
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