Service Specialist, Strategic Accounts - Wilson Sporting Goods Co.

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. And these are the qualities that our global team embodies every day as we pursue one shared bold mission: to ignite the true potential in every athlete.

We know that great people are what makes our brand great. We know that teams who bring a variety of skill sets, experiences and perspectives to challenge the status quo and create game-changing product means we are doing right by the athletes and coaches we serve. And that’s why we work with each member of our team to help them dream, discover, grow and realize their own full potential.

Evolving the sports world and being the best partner for players is no small task. We are continually looking to add hard-working, ambitious, team-first individuals who desire to make a difference —and who love to help others win. Join us.

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.           

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily:

• 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

This position 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.

 Extensive knowledge of the Racquet sports market, products and industry, including consumer trends and competitive activity

• 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