Specialist - Account Services

ON.com LLC; Ciudad de México; Hybrid; MXN 300,000 - 520,000; Full time

Job summary

ON.com LLC in Mexico City seeks an Account Services Representative to support our B2B partners in a hybrid role. You will handle inquiries via phone and email, manage order lifecycles in Dynamics 365, Salesforce, and Looker, and ensure on-time shipments while delivering WOW service.

Ideal candidates have 2+ years in customer service or account operations, strong Excel skills, and business fluency in English. You will collaborate with sales, operations, and dealers daily.

Qualifications

• 2+ years of experience in customer service, account operations, or account management.
• Familiarity with ERP systems like D365 or similar, SPS Commerce, and Google Suite preferred.

Responsibilities

• Manage the lifecycle of assigned orders in CRM and ERP systems.
• Act as main contact for B2B accounts via phone and email, providing accurate information on inventory, pricing, and orders.
• Monitor order book to ensure accurate, complete, and on-time shipments.
• Coordinate with Sales, Operations, and 3PL for order routing and deliveries.
• Resolve returns, damages, and order discrepancies promptly.
• Communicate with dealers and internal teams daily to maintain service levels.

Skills

Customer service

Account operations

Account management

Excel

English fluency

CRM systems

Tools

Microsoft Dynamics 365 (D365)

Salesforce

Looker

Excel

Job description

Specialist - Account ServicesAt A GlanceThis role is located in Mexico City for a hybrid work environment.As an Account Services Representative with a focus on our B2B customers, your number one job is to ensure On customers are happy! In this foundational role for On Mexico, you will have the opportunity to support the build of the account services team in the country. You will be the first point of contact for our customers and responsible for inquiries via phone and email. With each case you handle, you will aim to WOW our retailers and will always strive to find a customized solution. Your number one job is to ensure our B2B partners get the right product at the right time. You will be responsible for maintaining the lifecycle of an assigned order book utilizing Microsoft Dynamics 365 (ERP), Looker (BI), and Excel. Part of 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 B2B order allocation, outbound shipments, and vendor routing guidelines. Your contacts will include account buying teams, On’s Sales team, and On’s Operations team. For each order you handle, you will aim to WOW our key partners and will strive to find customized solutions when errors arise.You will be based out of our newly formed Mexico City office, working alongside warehouse teams in Mexico City, while interacting with other teams across the globe.Your MissionWork efficiently within multiple CRM systems, specifically Microsoft Dynamics 365, Salesforce, and vendor portalsDemonstrate ownership toward supporting our sales team and corresponding accountsBuild relationships with On’s B2B Accounts to enable essential order book actions, reducing direct involvement from the sales team.Monitor and adjust the order book to ensure accurate, complete, and on-time shipments.Oversee internal account administration of On’s dealer accounts in SalesforceMaintain responsibility for daily account management of orders, future orders, and invoicing of ordersResolve issues promptly as they relate to assigned sales representatives and accounts including returns, damages, and sales order discrepanciesAct as the point of contact for assigned account(s) for all packing, shipping, and routing inquiries, maintaining an in-depth understanding of all compliance standards.Communicate daily with our 3rd Party Logistics warehouse regarding orders, returns, and any order discrepanciesCommunicate with our dealers via phone and email while providing excellent customer service and accurate information (e.g. inventory levels, pricing, product information, re-orders, and pre-orders) within 24 hoursOther duties as neededYour Story2+ years prior experience in a Customer Service, Account Operations, or Account Management roleUnderstanding of various systems including D365 (or similar ERP), SPS Commerce, and Google Suite preferredIntermediate Excel skills, PivotTables and LOOKUP skills are a plusExcellent written and oral communication skills / interpersonal skills with a focus on relationship-building, listening and questioningBusiness Fluency in EnglishThe TeamBeing in direct contact with our partners means we are 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 Account Services. 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.What we offerWe offer a dynamic, challenging, and sportive environment that has been ranked as the ‘fastest-growing sports company’ of its time. With offices across the globe, we are an international team that is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you’re hands-on, and your team members are amongst the very best in their respective disciplines and fields.If you are driven to bring On to the next level, curious about the opportunity, and want to be part of our growing team, send us your application and join the ONiverse!