Under Armour, Inc. Account Service Associate in Baltimore, Maryland

Account Service Associate

99613 Baltimore, Maryland

09/15/2017 Corporate

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Under Armour is all about performance. Because what we make empowers athletes in every form to push themselves, to turn good into great, and to stay hungry for whatever comes next. And this is exactly what we expect from each other.

Working with us means one key thing: no matter what you do, you see every day and every project as a chance to push your field forward. In every store and every office, we build teams where everyone is an MVP. And together we tackle every challenge head on. Because we work to push the gear, the game, and ourselves farther.

We’re looking for people who do more than good work.

We’re looking for the Best in Every Game.

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?!

SUMMARY: The responsibilities of the Account Service Associate will be to manage the customer service aspects of our highest volume accounts. These individuals will analyze customer fill rates and independently problem solve for delayed product. They will communicate and partner with the sales team and buyers for the accounts to determine the right action plan for UA and the customers regarding their orders. They will run SAP & BW reports to determine allocation fill rates, future fill rates and system release dates so that the warehouse has efficient time to pack orders within the customers’ requested windows.

ESSENTIAL DUTIES AND RESPONSIBILITIES may include the following; other duties may also be assigned.

  • Daily customer order bank management for North American Wholesale accounts

  • Analyzing account fill rates and actively problem solving for delayed product

  • Running SAP & BW reports to determine current fill rates, future fill rates and system release dates so that the warehouse has efficient time to pack orders within the customers requested window

  • Provide detailed allocation reports and updates to account managers and customers regarding their orders and be able to answer any questions in regards to reporting

  • Independently take action on various company reports

  • Partner with sales to determine the right action plan for Under Armour and the customer regarding their orders and shipments

  • Aid in the development/improvement of procedures, reports & processes

  • Respond to customer inquiries regarding orders, shipments, products, VAS requirements and pricing

  • Service all inside and outside calls promptly and with enthusiasm

  • Process sales orders via fax, email, telephone or electronically; confirm all orders received and troubleshoot any issues

  • Understand the product line and cross sell when needed

  • Manage account dashboards to ensure accurate and timely deliveries

  • Ensure a working knowledge of entire order cycle and have the ability to identify any gaps or process improvements

  • Work cross functionally with the Supply Chain, DH, IT, Accounting and Production Teams to coordinate and ensure delivery by specified dates; if specified delivery dates are not met, needs to take action and expedite or trace missing or delayed shipments to satisfy customers

  • Arrives at meetings and appointments with customers on time and prepared

EDUCATION and/or EXPERIENCE

  • Bachelor’s degree

  • 1+ years of related customer service

  • Professional written and oral communication demonstrating a courteous demeanor and desire to assist the customer and internal departments

  • Working experience with Microsoft Office

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Availability during normal work hours (8:30 am – 5:30 pm) in order to respond promptly to customer needs or requests for service and assistance

  • Must be detail oriented, a people person, 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

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

  • Analytical - Collects and provides data; Uses intuition and experience to complement data

  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations

  • Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others

  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments

  • Oral Communication - Listens and gets clarification; Responds well to questions; Participates in meetings.

  • Written Communication - Writes clearly and informatively; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information

  • Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed

  • Leadership - Exhibits confidence in self and others; Accepts feedback from others

  • Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness

At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.