In a short
As an On Customer Service Representative for our Field Accounts, your number one job is to ensure our wholesale partners are Happy! You will be the first point of contact for our Sales team and warehouse regarding account shipments and their vendor routing guidelines. You will be responsible for processing orders via Microsoft Dynamics D365 (our ERP platform) and Salesforce. You will also be assigned specific accounts to work with and serve as the contact for all account communication pertaining to shipments via phone, email and our CRM systems. Each shipment you handle, you will aim to WOW our key partners and will strive to find a customised solution when errors arise. With your experience in the sporting goods industry, you will bring the necessary knowledge in operational excellence and have a great attention to detail. You are skilled in CRM systems and Microsoft Excel, with experience in using vendor portals. You will work with a core team at our On Oceania office in Melbourne and will interact with other relevant teams.
Your team
Being in direct contact with our customers allows us to consistently surprise them with outstanding service. We view problems as challenges and aim to solve them in the most positive way possible.
Communication and enthusiasm are key in account service. 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.
Your Mission
- Work simultaneously with multiple systems, including but not limited to Microsoft Dynamics D365, Salesforce, Looker, and vendor portals.
- Responsible for our Field Account order flow from creation to invoice and sometimes to return.
- Responsible for transferring information between Salesforce, D365 and vendor portals.
- Address and resolve inventory, data and customer care issues from our wholesale partners and sales team efficiently and in a timely manner.
- Communicate daily with our Field Account 3PL Warehouse, Sales team, Orderbook Specialists and Logistics team regarding inventory, orders and shipping windows.
- Communicate with Sales managers using orderbook analysis and advise on account organisation to ensure it is optimised to meet delivery windows and other requirements.
- Demonstrate high energy, ownership, and autonomy towards supporting our wholesale partners, sales team and internal On stakeholders.
- Other duties as required
Your Story
- You have a minimum of 4 years of work experience in a customer-oriented environment, including Account Services collaboration. You have a passion for customer service, emphasising the delivery of a high-class experience.
- Strong Communication skills, with the ability to build and maintain effective relationships across internal teams and external partners. You can ensure mutual understanding and keep stakeholders consistently informed and aligned.
- You have a strategic mindset with a focus on process optimisation and continuous improvement.
- Experience with vendor portals and routing guidelines is a bonus, as well as collaborating with logistics providers and warehouse operations.
- Strong attention to detail from an analytical and data-driven background, with the ability to make decisions based on data.
- Experience brainstorming new methods in order to improve account experiences with a sense of urgency to deliver the WOW.
- Previous experience working with customer service systems (Salesforce, Microsoft Dynamics D365, Looker BI Platforms, Excel, Asana) is preferred.
- Previous experience in working with premium brands is preferred.