Associate, Account Services

6 days ago

Markham, Canada Under Armour Full time

Under Armour is the chosen brand of this generation of athletes... and the athletes of tomorrow. We're about performance - in training and on game day, in blistering heat and bitter cold. Whatever the conditions, whatever the sport, Under Armour delivers the advantage athletes have come to demand.

That demand has created an environment of growth. An environment where building a great team is vital. An environment where doing whatever it takes is the baseline and going above and beyond to protect the Brand is commonplace.

The world's hungriest athletes live by a code, a pledge to themselves and everyone else: Protect This House... I Will. Our goal is to Build A Great Team **Will YOU Protect This House?**

**Position Summary**:
The responsibilities of the Account Service Associate will be to manage ALL ‘tactical’ customer service aspects for our Independent Accounts. These ‘front line’ Service individuals analyze customer fill rates and independently problem-solve reasons for delayed shipments and will communicate and partner with UA sales agents, buyers, or the Accounts to determine the right action plan for UA and the customers regarding their orders. They will mobilize the needed actions within SAP & BI Reporting systems to improve customer fill rates, and allocation percentages and independently problem-solve delayed products to ensure we ship in full and on-time

**Essential Duties & Responsibilities**:

- Daily Customer order bank management for Independent Wholesale accounts
- Demonstrates a working knowledge of the UA order entry system in SAP for accurate order input, order maintenance, and inventory inquiries.
- Maintain a 92% Service Factor within the Independent Service Queue (calls answered vs. presented)
- Investigate and resolve claims and requests for the return of products from UA retailers
- Cultivate a strong, customer-oriented, trusting working relationship through extensive, two-way communication with the account(s), Sales, co-workers, various UA cross-functional teams, and representatives.
- Maintain a positive relationship with customers to support the growth of the business to build partnerships while maintaining UA’s interests.
- Responsible for learning and maintaining a thorough knowledge of UA products, policies, procedures, order processing systems, and applicable programs.
- Educate customers on UA products, procedures, and systems (i.e. such as B2B)
- Provide revenue enhancement opportunities to customers including suggestive selling (up-selling) and providing replacement options on canceled orders.
- Work cross-functionally with the Supply Chain, DH, Accounting, and Planning teams to coordinate and ensure delivery by specified dates; if specified delivery dates are not met, needs to act and expedite or trace missing or delayed shipments to satisfy customers.
- Participate in projects related to Customer Service and/or cross-functional teams and provide process improvements.
- Answer all incoming calls professionally, courteously, and timely fashion.
- Respond efficiently and accurately to all customer service transactions through verbal, written, and electronic communication.

**Qualifications (Knowledge, Skills & Abilities)**:

- Availability during normal work hours (8:30 am - 5:00 pm) to respond promptly to customer needs or requests for service and assistance
- Must be detail-oriented, able to prioritize tasks, and able to work under pressure with multiple deadlines
- Identifies and resolves customer problems in a timely manner. Listens to feedback and improves service
- Meets time commitments to customers
- Arrives at meetings and appointments with customers on time and prepared

**Education And / Or Experience**:

- Post-Secondary Degree (Sports Management, Supply Chain, Business Management is a strong asset)
- 1 or more years of related Customer Service or Industry experience
- Professional written and oral communication demonstrating a courteous demeanor and desire to assist the customer and internal departments
- Proficient in Microsoft Office Suite, including intermediate to advanced Excel skills
- Knowledge and experience with SAP or Order Management is a strong asset
- Knowledge and experience with database management (Access, BI etc.) is a strong asset

**Other Requirements**:

- Location: Toronto Office - Hybrid
- Return To Work Designation: Hybrid 2 Days a week - Tuesday & Wednesday
- Travel: N/A
- Licenses/Certifications: N/A

**Relocation**:

- No Relocation Provided

**_ Under Armour is committed to providing equal employment opportunities to all qualified individuals without regard to race, ancestry, color, ethnic or national origin, citizenship, creed, sex, gender identity, gender expression, religion, language, age, history of conviction of criminal or summary conviction offence that is unrelated to the employment or to the intended employment of that individual, social condition, receipt of public assistance, political convictions or beliefs,

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