Bilingual Account Services Specialist

JOOLA is seeking a for an experienced Bilingual Account Services Specialist (English and French) to support Key and National Accounts.

JOOLA was first established in 1952 and built a global reputation as a pioneer in table tennis. In 2022, JOOLA expanded into the rapidly growing pickleball scene and quickly attracted the biggest names in the sport. As an official table tennis sponsor for three Summer Olympic Games and the official sponsor of pickleball's top athletes and the Professional Pickleball Association (PPA), the team at JOOLA combines its storied expertise with fresh perspectives to bring innovation to both sports. JOOLA creates a variety of equipment, apparel, and accessories for both table tennis and pickleball players, professional and recreational. With offices in the U.S., Germany, Brazil, and China, JOOLA has a global presence and a wide distributor network

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This position is instrumental in optimizing account performance by ensuring efficient order management and addressing any issues that impact fulfillment, such as delayed or non-shippable products. The Account Service Professional leverages tools like NetSuite and reporting systems to provide actionable insights into customer fill rates, allocation percentages, and overall order status, enabling all relevant teams to take timely and informed actions. By collaborating closely with internal teams, this role ensures smooth communication and alignment across departments to meet customer expectations and drive business growth within a multi-million-dollar Wholesale business segment. This candidate will also establish and maintain strong and trusting relationships with all levels of Customer integration and deliver messaging with poise and confidence.

Responsibilities:

• Order Bank Management:
  Oversee the daily management of customer order banks for Key & National Accounts.
• Fill Rate Analysis:
  Analyze and resolve issues related to delayed or non-shippable orders to improve fill rates.
• Reporting:
  Run reports to assess current and future fill rates, system release dates, and order timelines to ensure orders are picked, packed, and shipped on time.
• Business Updates:
  Develop and present 'State of the Business' updates to Sales & Business Unit (BU) leads weekly.
• Cross-functional Collaboration:
  Act on company reports (e.g., Daily Snapshot, Late ETA's, Fill Rate Report) and work with cross-functional teams (Supply Chain, IT, DH, Accounting, etc.) to ensure accurate supply planning.
• Sales Partnership:
  Work closely with Sales teams to define action plans for order fulfillment, product allocations, and shipment timing.
• Process Improvement:
  Lead the development of procedures, reports, and processes to enhance business operations and drive efficiency.
• Customer Communication:
  Respond to internal and external inquiries regarding orders, shipments, products, pricing, and compliance requirements.
• Order Entry & Confirmation:
  Process sales orders through multiple channels (email, phone, EDI), confirm orders, and troubleshoot issues.
• Booking & Pricing Validation:
  Manage order deadlines, validate expected demand, and resolve any discrepancies in pricing, availability or ship dates.
• Product Line Understanding:
  Gain in-depth knowledge of key product lines, launch strategies, and seasonal assortment plans for the accounts.
• Account Dashboards:
  Manage account dashboards, ensuring accurate deliveries, KPI achievement, and compliance mitigation.
• Special Projects:
  Lead and manage special projects as assigned.

Experience:

• Bachelor's Degree or equivalent experience related to Account Service Management
• 5-7 years of relevant Account Service experience in a similar logistics or supply chain environment.
• Strong written and verbal communication skills, focusing on customer service.
• Proficiency in Microsoft Office Suite, including advanced Excel skills.
• Experience with NetSuite order management is a significant advantage.
• Proficiency in Monday.com, Tableau, and Salesforce is a plus.

Qualifications:

• Availability:
  You must be available during regular working hours (8:
  30 a.m.-5:
  00 p.m.) to respond to customer and internal team needs.
• Attention to Detail:
  Must be detail-oriented and able to manage multiple tasks while meeting deadlines under pressure.
• Problem Solving:
  Quickly identifies and resolves issues in a timely manner. Listens to customer feedback and improves service delivery.
• Time Management:
  Consistently meets time commitments and delivers high-quality results.
• Punctuality:
  Arrives on time for meetings and customer appointments, fully prepared.
• Language:
  English and French mandatory.

Competencies:

• Analytical Thinking:
  Collects and interprets data effectively to make informed decisions.
• Problem Solving:
  Identifies problems and develops alternative solutions, contributing to group problem-solving efforts.
• Technical Skills:
  Proficiency with NetSuite, MS Outlook, MS Excel, and MS Word.
• Customer Service:
  This person handles difficult customer situations professionally, ensuring timely and effective responses.
• Oral Communication:
  Actively listens and responds to questions, facilitating productive meetings.
• Written Communication:
  Communicates clearly and effectively, presenting complex data in an accessible format.
• Presentation Skills:
  Comfortable presenting business updates and data insights to internal and external stakeholders.
• Teamwork:
  Works collaboratively, contributing to a positive team dynamic and success.
• Leadership:
  Demonstrates confidence in self and others, taking initiative and accepting feedback.
• Quality Management:
  Identifies opportunities to improve processes and ensures accuracy and thoroughness in all work.
• Analytical Ability:
  Demonstrated ability to identify, analyze, and streamline complex work processes.
• Flexibility:
  Adaptable to shifting priorities and deadlines, with the ability to manage multiple projects simultaneously.
• Motivated Self-Starter:
  Able to take initiative with minimal supervision.
• Cross-functional Collaboration:
  Effectively communicates and builds relationships with teams across departments.