Specialist - Key Account Services

On; Sunderland; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading sports retailer is seeking an Account Service Representative for Key Accounts. The role involves managing key accounts, ensuring timely replenishment, and providing exceptional service through effective communication. Candidates should possess customer service experience and familiarity with software systems such as D365 and SPS Commerce, along with strong problem-solving abilities.

Benefits

Holistic development tools

Teamwork and personal well-being support

Equal Opportunity Employer

Qualifications

• Experience in Customer Service, Account Operations, or Account Management roles.
• Familiarity with ERP, CRM, and logistics systems.
• Strong attention to detail and innovative problem-solving.

Responsibilities

• Manage assigned wholesale Key Accounts efficiently while ensuring timely service.
• Coordinate daily with warehouse regarding shipments and guidelines.
• Innovate processes to improve account experiences and internal relationships.

Skills

Attention to detail

Problem-solving

Customer Service

Tools

SPS Commerce

Microsoft Dynamics 365

Google Suite

Salesforce

Excel

Job description

As an Account Service Representative for our Key Accounts, your primary responsibility is to ensure our key partners receive the right product at the right time. Your goal is to help us become the easiest sports retailer in the industry to work with. You will be the first point of contact for our Sales team and warehouse regarding key account shipments and vendor routing guidelines. Your duties include processing orders primarily via EDI transmission in SPS Commerce and Microsoft Dynamics 365, managing specific accounts, and serving as the main communication contact through phone, email, and CRM systems. You will strive to WOW our partners with each shipment and find customized solutions for errors.

You will be based at our Americas HQ in Portland, Oregon, collaborating with warehouse teams in Atlanta, Los Angeles, and Toronto, Canada, to ensure efficient order shipments while coordinating with global teams.

Your Mission

1. Manage assigned wholesale Key Accounts by delivering timely, outstanding, and competitive service, collaborating with sales and internal departments to meet business goals and strengthen relationships.
2. Operate across multiple systems (ERP, CRM, SPS Commerce) and vendor portals such as Zappos, Tradestone, and Ariba.
3. Maintain the account order book, proactively communicate shortages or delays, and ensure orders meet account expectations.
4. Serve as the point of contact for all packing, shipping, and routing inquiries, understanding compliance standards.
5. Use reporting and allocation techniques to maximize order fill rates.
6. Understand and apply account routing guides to minimize chargebacks.
7. Coordinate daily with our 3PL warehouse regarding shipments and guidelines.
8. Monitor and adjust orders to ensure accurate, complete, and timely shipments from PO receipt to invoicing.
9. Assist Compliance and Finance teams in researching chargebacks and implementing procedures to reduce financial impact.
10. Innovate current processes by providing creative solutions to improve account experiences and internal relationships.
11. Use EDI and related systems efficiently to ensure timely order integration.
12. Promote a diverse and inclusive environment reflecting On’s spirit.
13. Perform other duties as needed.

Your Story

• Experience in Customer Service, Account Operations, or Account Management roles.
• Familiarity with systems like D365 (or similar ERP), SPS Commerce, Google Suite, and Salesforce preferred.
• Intermediate Excel skills, including PivotTables and LOOKUP functions, are a plus.
• Strong attention to detail.
• Experience with vendor portals, routing guidelines, logistics collaboration is advantageous.
• Passion for innovative problem-solving, curiosity, ownership, and delivering exceptional service.
• Additional language skills are a bonus.

Meet The Team

Our team directly interacts with partners to provide outstanding service, viewing challenges as opportunities for positive solutions. Communication and enthusiasm are vital. We support each other, question the status quo, and aim for continuous improvement in customer experience.

What We Offer

On fosters growth and progress, providing tools for holistic development—staying active, learning, exploring, and innovating. Our environment emphasizes support, teamwork, and personal well-being. We are an Equal Opportunity Employer committed to fairness and inclusion. Demographic information collection is optional and will not affect your application.