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    Senior Specialist – Account Services - São Paulo, Brasil - On

    On
    On São Paulo, Brasil

    há 2 semanas

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    Tempo integral
    Descrição

    Team for Career Site

    Customer Service

    In short

    As an Account Services Senior Specialist, you will lead a team of Account Service Representatives that focus on our key accounts and field accounts. Part of your goal is to help us become the best sportswear company in the industry. With your experience, you will bring the necessary skills to work with accounts, their purchase orders, and warehousing & logistics teams ensuring client expectations are exceeded and projects are successful. You will work with our CRM and ERP systems to assist your team, our sales team with their purchase orders, and logistic/operations partners around daily operations. You will coach, lead, and mentor your team of direct reports to do the same. Strong communication, analytical, project management, and strategic planning skills are essential for success in this role.

    Your mission

    Team Management:

    – Directly manage a team of Account Services Representatives.

    – Prioritize and delegate workload related to order release, ship windows, returns, shortages, chargebacks, warranties, and general inquiries.

    – Conduct weekly check-ins with each team member and team meetings.

    Order Book Management:

    – Ensure on-time order fulfillment and accurate inventory allocation.

    – Address forecast shortfalls through strategic solutions.

    – Communicate daily with our sales managers and representatives regarding order book management.

    – Identify potential risks in the orderbook and develop strategies to mitigate them as well as establish contingency plans to address disruptions in the operations processes.

    Data Analysis and Reporting:

    – Utilize data and analytics to assess performance metrics and identify areas for improvement.

    – Generate regular reports for management to provide insights into account services performance.

    Process Improvement:

    – Challenge current processes and practices.

    – Provide creative solutions to drive continuous enhancements.

    – Implement continuous improvement initiatives to enhance the overall efficiency and effectiveness of the account service team.

    – Stay informed about industry best practices and emerging trends.

    Communication and Collaboration:

    – Communicate daily with third-party warehouse and internal logistics teams regarding purchase orders, returns, and order discrepancies.

    – Collaborate with other regions Account Services Leads and global stakeholders to enhance the skills of Account Services Representatives through continuous learning and development.

    Special Projects:

    – Lead and assist in special projects related to Key Accounts or overall strategies of the Account Services team or the company as a whole.

    Your story

    – Bachelor's degree in Business Administration or related field preferred or equivalent working experience

    – 5+ years experience in Key Account and B2B Customer Support or Account Management role

    – English proficiency: advanced

    – Proven experience in managing complex order books and leading teams.

    – Strong analytical and problem-solving skills.

    – Excellent communication and interpersonal skills.

    – Ability to work collaboratively with cross-functional teams.

    – Always thinking of ways to improve the dealer experience with a sense of urgency to deliver the WOW.

    – Prior experience in a similar role within the industry is a plus.

    – Previous experience working with customer service systems (Salesforce, Microsoft Dynamics D365, BI Platforms, Excel) is a plus.

    Meet the team

    Being in direct contact with our customers means we're 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 Customer Service. 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. That's why we are called Happiness Deliverers.

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