Account Services Specialist

JOOLA; North Bethesda (MD); On-site; USD 55,000 - 70,000; Full time

Job summary

A leading company in the sports equipment industry is seeking an experienced Account Services Specialist to optimize account performance and manage orders efficiently. The role involves cross-functional collaboration and requires strong analytical and communication skills. Candidates should have a Bachelor’s degree and relevant experience in account service management.

Qualifications

• 3-5 years experience in account service within logistics or supply chain environments.
• Excellent written and verbal communication skills focused on customer service.

Responsibilities

• Manage daily customer order banks for Key, Territory, and Specialty Accounts.
• Identify and resolve issues causing delays or non-shippable orders.
• Collaborate with Sales teams on order fulfillment and product allocations.

Skills

Communication

Problem Solving

Analytical Skills

Time Management

Attention to Detail

Education

Bachelor’s Degree

Tools

Microsoft Office

NetSuite

Monday.com

Tableau

Salesforce

Job description

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JOOLA is seeking an experienced Account Services Specialist to support our B2B accounts.

JOOLA was established in 1952 and has built a global reputation as a pioneer in table tennis. In 2022, JOOLA expanded into the growing pickleball scene and quickly attracted top athletes and sponsors, including official sponsorship of three Summer Olympic Games and the Professional Pickleball Association (PPA). JOOLA produces equipment, apparel, and accessories for both sports, serving professional and recreational players worldwide, with offices in the U.S., Germany, Brazil, and China.

This role is key to optimizing account performance by managing orders efficiently and resolving issues affecting fulfillment, such as delays or non-shippable products. The Account Services Specialist will utilize tools like NetSuite and reporting systems to analyze customer fill rates, allocations, and order statuses, providing insights to teams for timely actions. Collaboration across departments ensures smooth communication, supporting business growth in our multi-million-dollar wholesale channels.

Responsibilities:

• Order Bank Management: Manage daily customer order banks for Key, Territory, and Specialty Accounts.
• Fill Rate Analysis: Identify and resolve issues causing delays or non-shippable orders to improve fill rates.
• Reporting: Generate reports on fill rates, system releases, and order timelines to ensure timely processing.
• Business Updates: Present weekly 'State of the Business' reports to Sales & Business Unit leaders.
• Cross-functional Collaboration: Use reports (e.g., Daily Snapshot, Late WIP, Fill Rate) to coordinate with Supply Chain, IT, DH, Accounting, etc., for accurate supply planning.
• Sales Partnership: Collaborate with Sales teams on order fulfillment, product allocations, and shipment scheduling.
• Process Improvement: Develop procedures and reports to enhance operational efficiency.
• Customer Communication: Respond to inquiries about orders, shipments, products, pricing, and compliance.
• Order Entry & Confirmation: Process and confirm sales orders via email, phone, or EDI, troubleshooting issues as needed.
• Booking & Pricing Validation: Manage booking deadlines, validate demand, and resolve discrepancies in pricing or shipping dates.
• Product Knowledge: Develop understanding of key product lines, launch strategies, and seasonal plans.
• Account Dashboards: Maintain accurate dashboards to monitor deliveries, KPIs, and compliance.
• Special Projects: Lead and support special projects as assigned.

Qualifications:

• Bachelor’s Degree or equivalent experience in Account Service Management & B2B
• 3-5 years experience in account service within logistics or supply chain environments.
• Excellent written and verbal communication skills focused on customer service.
• Proficiency in Microsoft Office, especially Excel; experience with NetSuite is a plus.
• Familiarity with Monday.com, Tableau, and Salesforce is advantageous.
• Availability: Must be available during regular working hours (8:30 a.m.–5:00 p.m.) to support internal and external needs.
• Attention to Detail: Ability to manage multiple tasks accurately under deadlines.
• Problem Solving: Resolve issues promptly, incorporating customer feedback for service improvements.
• Time Management & Punctuality: Consistently meet deadlines and arrive prepared for meetings and appointments.
• Analytical Skills: Use data effectively to make informed decisions.
• Technical Skills: Proficiency with NetSuite, MS Outlook, Excel, and Word.
• Customer Service & Communication: Handle difficult situations professionally, communicate clearly, and facilitate productive discussions.
• Presentation & Teamwork: Present updates confidently and work collaboratively within teams.
• Leadership & Process Improvement: Take initiative, accept feedback, and identify opportunities for operational enhancements.
• Flexibility & Self-Starter: Adapt to changing priorities and manage multiple projects independently.