Coordinator - Account Services, Oceania

In short

As an On Customer Service Representative for our Field Accounts, your number one job is to ensure our wholesale partners are Happy! You will be the first point of contact for our Sales team and warehouse regarding account shipments and their vendor routing guidelines. You will be responsible for processing orders via Microsoft Dynamics D365 (our ERP platform) and Salesforce. You will also be assigned specific accounts to work with and serve as the contact for all account communication pertaining to shipments via phone, email and our CRM systems. Each shipment you handle, you will aim to WOW our key partners and will strive to find a customised solution when errors arise. With your experience in the sporting goods industry, you will bring the necessary knowledge in operational excellence and have a great attention to detail. You are skilled in CRM systems and Microsoft Excel, with experience in using vendor portals. You will work with a core team at our On Oceania office in Melbourne and will interact with other relevant teams.

Your Mission

• Work simultaneously with multiple systems, including but not limited to Microsoft Dynamics D365, Salesforce, Looker, and vendor portals.
• Responsible for our Field Account order flow from creation to invoice and sometimes to return.
• Responsible for transferring information between Salesforce, D365 and vendor portals.
• Address and resolve inventory, data and customer care issues from our wholesale partners and sales team efficiently and in a timely manner.
• Communicate daily with our Field Account 3PL Warehouse, Sales team, Orderbook Specialists and Logistics team regarding inventory, orders and shipping windows.
• Communicate with Sales managers using orderbook analysis and advise on account organisation to ensure it is optimised to meet delivery windows and other requirements.
• Demonstrate high energy, ownership, and autonomy towards supporting our wholesale partners, sales team and internal On stakeholders.
• Other duties as required

Your story

• You have a minimum of 4 years of work experience in a customer-oriented environment, including Account Services collaboration. You have a passion for customer service, emphasising the delivery of a high-class experience.
• Strong Communication skills, with the ability to build and maintain effective relationships across internal teams and external partners. You can ensure mutual understanding and keep stakeholders consistently informed and aligned.
• You have a strategic mindset with a focus on process optimisation and continuous improvement.
• Experience with vendor portals and routing guidelines is a bonus, as well as collaborating with logistics providers and warehouse operations.
• Strong attention to detail from an analytical and data-driven background, with the ability to make decisions based on data.
• Experience brainstorming new methods in order to improve account experiences with a sense of urgency to deliver the WOW.
• Previous experience working with customer service systems (Salesforce, Microsoft Dynamics D365, Looker BI Platforms, Excel, Asana) is preferred.
• Previous experience in working with premium brands is preferred.

What to expect

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.

• Step One

  It starts with you...

  You'll start by submitting your application to a specific role. We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. If you're a good fit to the role, a recruiter will follow up with you directly. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.

• Step Two

  Interview with a recruiter

  What ignites your spirit? This is where we’ll start getting to know all about you and what makes you tick – and it’s your first chance to get a feel for our culture. Chatting with a member of our talent team, you’ll learn more about On and how we work. We’ll learn about what motivates you and what you could bring to the team.

• Step Three

  Interview with a hiring manager

  Ready to dig into the details? This second interview will be held with your future manager and will focus on the specifics of the job. Together you’ll delve into your unique skills and experiences and how they could be relevant at On. It's also a time to assess how you might feel working side-by-side. Bring any questions you have about the job, the team or anything else you might like to know – this is an open forum.

• Step Four

  The Case Study

  What's your style? This task will help us understand how you think, face a challenge and give insight into your novel ideas. Designed to give everyone their best shot, your case study is based on something you might typically experience on the job. This is your chance to show us what you’ve got. So express yourself. Be you.

• Step Five

  The Experience Day

  Your first taste of the Oniverse. This is a time to meet some of the people you'll be working closest with. In person or virtually, you'll get a feel for the day-to-day at On and the people who make it happen. You'll chat with a few potential teammates - the conversations will be as equally driven by the role and your experience as by our values. We believe how you do things is just as important as what you do.

• Step Six

  The Result

  Are we a good fit? We’ll get together internally to share our feedback and decide if we’re a match. We know that job searching is a big time investment, so it’s not a decision we take lightly. It’s also time for you to reflect on the experience – are we the right place for you? No matter the outcome, we’ll give you meaningful feedback.

Step One:

It starts with you...

You'll start by submitting your application to a specific role.

We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. If you're a good fit to the role, a recruiter will follow up with you directly. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.