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Senior Specialist - Account Services
Location: Portland
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In short
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.
Your Mission
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.
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Your story
Prior experience and proven track record of success in a Customer Service, Strategic Account Operations, or Key Account Management role, 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.
Patrick
Head of Logistics for EMEA
What we offer
On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.
On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.
What to expect
We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.
Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.
Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.