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Bilingual Marketplace Operations Specialist (Customer Account Service)
Scarborough, Ontario, Canada
Are you looking for an opportunity to work and build a strong career with one of the coolest brands in the world?
We at NIKE Canada are currently looking for an exceptionally talented Account Service Representative/Marketplace Ops Specialist to join our customer service team at our DC location in Scarborough, ON.
Nike, Inc is one of the most recognized and leading brands in the world. We are the world’s leading innovator in athletic footwear, apparel, equipment, and accessories.
Along the way, Nike has established a strong Brand Portfolio with several wholly-owned subsidiaries including CONVERSE, HURLEY, JORDAN BRAND and NIKE GOLF. Nike’s world headquarters is located in the United States near Beaverton, Oregon, a suburb of Portland. Nike operates all around the globe employing more than 44,000 people across six continents.
As our Marketplace Operations Specialist/ Account Service Representative, you'll provide service and support for our Retailers. You'll be responsible for building strong relationships with our retail partners; suggestive selling and providing replacement options on cancelled orders; tracking product delivery; responding to routine questions regarding order status and tracking information; and working with internal partners, including account service management to resolve complex customer issues.
As our Marketplace Operations Specialist, you'll provide service and support for our Retailers. You'll be responsible for building strong relationships with our retail partners; suggestive selling and providing replacement options on cancelled orders; tracking product delivery; responding to routine questions regarding order status and tracking information; and working with internal partners, including account service management to resolve complex customer issues.
Key Job Accountabilities
Provide premium customer service through professional, timely, and accurate communication. Answer in-coming emails and calls from retailers, sales representatives, and internal partners. Build and maintain relationships through constant communication using a proactive approach.
Drive resolution of account issues through problem solving, escalation, and collaboration with internal and external stakeholders. Ensure proactive relationship management by regular contact and follow up on supply chain challenges.
Track and maintain orders ensuring accurate and timely delivery of products to accounts. Provide proactive information to stakeholders through reporting and analysis to ensure product flow and issue resolution.
Direct, coordinate, and process all sales orders throughout the entire process; analyze all purchase orders to ensure accuracy for terms and pricing, delivery information, vendor compliance, and dates in order to reduce vendor chargeback's; execute order changes, track product delivery, order fill rates, and resolve routing issues; track shipping and delivery activities; and run, analyze, and interpret order management reports.
Learn and maintain a thorough working knowledge of Nike products, policies, procedures, order processing systems, and applicable programs by attending and providing product presentations, reading appropriate literature, keeping current on product updates, and daily contact with accounts, sales representatives, and various NIKE departments.
Participate in, and potentially lead, projects related to specific account bases and provide process improvements that have the greatest impact on business.
Use data to “tell the story” around a retailer’s order bank and recommend areas of opportunity
Monitor Key Performance Metrics and identify/escalate trends to your manager
Ensure compliance with company policies and processes.
Requirements for the position include:
- Bachelor's degree
- 2 years’ experience in Customer Service/Account Services, Distribution, and/or Sales
- 2 years’ experience in SAP order management
- Excellent oral and written communication skills. Strong ability to communicate with people on different levels inside and outside of the organization.
- Bilingual French preferred
- Must have demonstrated experience in Word, Excel, and sales reporting tools (strong Excel skills a must)
- Refined analytical skills
- PC and Windows based software working knowledge required.
- Can build rapport and business partnerships.
- Ability to adapt to and embrace change.
- Demonstrated initiative and ability to work independently.
- Capable of making sound business decisions.
- Able to quickly understand new information and situations.
- Possess strong organizational skills and ability to prioritize a varied workload.
- Problem solving/solution oriented skills.
Nike believes smart, passionate, curious people will rise to the occasion, therefore they set the bar high and then raise it higher. At Nike, you will grow because you will be challenged. You will be challenged because you will work with the best talent, the best athletes, and the best business partners in the industry.
If this is you, then please apply online with your most recent resume and cover letter at your earliest opportunity. Selected candidates will be contacted for interviews.
In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, and the City of Toronto’s Accommodation Policy, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.
Thank you for your interest in advance. (No Agency Calls Please)