Specialist - Account Services

This role is the first point of contact for B2B customers and is responsible for ensuring On customers are happy and receive the right product at the right time. It supports the build of the account services team in Mexico and maintains the lifecycle of an assigned order book using Microsoft Dynamics 365, Looker, and Excel. The role works with account buying teams, On's Sales team, On's Operations team, and third-party logistics warehouse teams, and aims to WOW retailers by finding customised solutions when errors arise.

• Work efficiently within multiple CRM systems, specifically Microsoft Dynamics 365, Salesforce, and vendor portals.
• Demonstrate ownership toward supporting the sales team and corresponding accounts.
• Build relationships with On's B2B accounts to enable essential order book actions and reduce 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 Salesforce.
• Maintain daily account management of orders, future orders, and invoicing of orders.
• Resolve issues promptly relating to assigned sales representatives and accounts, including returns, damages, and sales order discrepancies.
• Act as the point of contact for assigned accounts for all packing, shipping, and routing inquiries, maintaining an in-depth understanding of all compliance standards.
• Communicate daily with the third-party logistics warehouse regarding orders, returns, and any order discrepancies.
• Serve as the first point of contact for customers, handling inquiries via phone and email and providing excellent customer service and accurate information, such as inventory levels, pricing, product information, re-orders, and pre-orders, within 24 hours.

• 2+ years prior experience in a Customer Service, Account Operations, or Account Management role.
• Excellent written and oral communication skills and interpersonal skills with a focus on relationship-building, listening, and questioning.
• Business fluency in English.

• Understanding of various systems including D365 (or similar ERP), SPS Commerce, and Google Suite.
• Intermediate Excel skills, including PivotTables and LOOKUP skills.

• Hybrid work environment in Mexico City.
• Based out of the newly formed Mexico City office, working alongside warehouse teams in Mexico City and interacting with other teams across the globe.