Service Specialist, Strategic Accounts

Overview

At Wilson, we are here to empower every human to live like an athlete. Passion. Creativity. Integrity. Teamwork. Ambition. Innovation. These are the qualities that have made Wilson Sporting Goods Co. the number one sports equipment brand in the world. We come together to win, grow, and celebrate. We all play for Team Wilson. We all have a role to play within our organization and are working towards the same goal. One team, one dream.

 

We believe that being an athlete isn’t something you do, it’s who you are. It’s a universal code of conduct, a way of seeing the world and how you show up every day. We seek out diverse voices and welcome all perspectives. Our team is composed of individuals with unique backgrounds, points of view and experiences. These perspectives create a rich and diverse culture in which we learn from one another through empathy and inclusion.

 

Evolving the sports world and being the best partner for players, athletes, and our community is no small task. We are continually looking to add enthusiastic, ambitious, team-first individuals who desire to make a difference —and who love to help others win. Together, we will create a better world through sport. Join us.

 

 

What You'll Do

We are currently seeking a Service Specialist, Strategic Accounts to be a customer advocate within the Wilson Strategic Accounts team that works in conjunction with the sales team to build strong on-going relationships with our key account retailers and e-tailers. The Service Specialist works with our largest established accounts on order placement and review processes, inventory and substitution strategies, and streamlining the order to receipt procedures by working with the account and internal teams. This role is accountable for meeting targeted metrics and providing exceptional service to their assigned customer base.           

 

Specific responsibilities include, but are not limited to:

 

 

• Interact with key customer accounts via telephone and email
• Manage and resolve all outstanding order and inventory-related issues between shipping locations, receiving departments, sales, and the account order management teams
• Understand and communicate assigned Wilson brand product category features and benefits
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

• Complete and monitor the order cycle from entry through delivery to customer, including changes to orders, cancellations, and related customer communications
• Lead and/or participate in projects related to the improvement of sales and support to our customers
• Offer solutions for product(s) that may be oversold or backordered
• Review and communicate all vendor compliance needs to the appropriate groups (warehouse, sales, supply planners, commercial managers)
• Work closely with customer compliance team(s) to build strong relationships
• Dispute compliance charges and follow up throughout the entire lifecycle
• Create/track/maintain reporting of compliance offset charges by customer
• Complete account-requested forms and use external applications (as directed by the customer) to communicate all necessary information
• Act as the liaison between marketing/commercial and customer accounts to provide images, videos, and other brand content for all set-up requests
• Work with the sales team to understand the accounts and support and/or build a sales strategy for the customer
• Travel to customer accounts and/or trade shows as requested to build sales relationships
• Provide important information regarding accounts to sales teams as needed
• Complete all required reporting and documentation in relation to orders, returns and chargebacks
• Provide new hire and ongoing training to teammates as requested
• Perform other duties as assigned

 

What We're Looking For

This role requires a minimum of 1-3 years of previous customer service experience, preferably in the sporting goods industry. A Bachelor’s degree is preferred, but a high school diploma or GED with equivalent experience may be accepted in lieu of a degree.

 

Other qualifications include:

• Proficient in Microsoft Office (Word, Excel, Outlook)
• Exceptional customer service orientation and the ability to handle escalated customer concerns
• Ability to adapt and focus based on business demands
• Self-confidence
• Ability to work independently and as a member of multiple teams
• Analytical and problem-solving skills
• Attention to detail with outstanding follow-through and time management skills

 

What We’ll Provide