Account Service and Operations Specialist

Job description

As our Account Service Representative, you'll be responsible for managing customer purchase orders for Nike's retail accounts from order capture to delivery. You'll be responsible for building strong relationships with our retail partners; suggestive selling and providing replacement options on cancelled orders; tracking product delivery; responding to routine questions regarding order status and tracking information; and working with internal partners, including account service management to resolve complex customer issues.

Key Job Accountabilities

· Provide premium customer service through professional, timely, and accurate communication. Answer in-coming emails and calls from retailers, sales representatives, and internal partners; drive these relationships through constant communication maintaining a proactive approach.
· Drive resolution of account issues through problem solving, escalation, and collaboration with internal and external stakeholders. Ensure proactive relationship management by regular contact and follow up on supply chain challenges.
· Track and maintain orders ensuring accurate and timely delivery of products to accounts. Provide proactive information to stakeholders through reporting and analysis to ensure product flow and issue resolution.
· Direct, coordinate, and process all sales orders throughout the entire process; analyze all purchase orders to ensure accuracy for terms and pricing, delivery information, vendor compliance, and dates in order to reduce vendor chargeback's; execute order changes, track product delivery, order fill rates, and resolve routing issues; track shipping and delivery activities; and run, analyze, and interpret order management reports.
· Learn and maintain a thorough working knowledge of Nike products, policies, procedures, order processing systems, and applicable programs by attending and providing product presentations, reading appropriate literature, keeping current on product updates, and daily contact with accounts, sales representatives, and various NIKE departments.
· Participate in, and potentially lead, projects related to specific account bases and provide process improvements that have the greatest impact on business.
· Ensure compliance with company policies and processes.

Desired profile

·  High School diploma or GED
·  Bachelor's degree is preferred
·  2 years experience in Customer Service/Account Services, Distribution, and/or Sales.
·  Excellent oral and written communication skills. Strong ability to communicate with people on different levels inside and outside of the organization.
·  Must have demonstrated experience in Word, Excel, and sales reporting tools.
·  PC and Windows based software working knowledge required.
·  Can build rapport and business partnerships.
·  Ability to adapt to and embrace change.
·  Demonstrated initiative and ability to work independently.
·  Capable of making sound business decisions.
·  Able to quickly understand new information and situations.
·  Possess strong organizational skills and ability to prioritize a varied workload.
·  Problem solving/resolution oriented skills.
·  Experience with SAP is preferred
Nike is committed to employing a diverse workforce. EOE/M/F/H/V