Account Services Representative

About the role

We're seeking a highly motivated Account Services Representative to play a critical role in managing our North American order book and driving customer success through world-class service and supply chain execution.

Responsibilities

• Serve as the key link between Sales, Planning, Logistics, Distribution, Finance, and our retail partners.
• Oversee the full order lifecycle, from order placement through shipment and delivery.
• Maintain order deadlines, updates, cancellations, and changes to ensure seamless execution.
• Ensure customer orders are delivered accurately, on time, and aligned with company sales and forecasting strategies.
• Communicate proactively with customers, retailers, and sales representatives regarding order status, delays, and solutions.
• Partner closely with Sales, Demand Planning, Logistics, Distribution Centers, Finance, Master Data, and other Supply Chain teams.
• Drive collaboration to identify risks, solve issues, and maximize order fulfillment performance.
• Support strategic supply chain initiatives, including direct ship programs and other customer-focused enhancements.
• Analyze key business metrics and provide recommendations that improve customer outcomes.
• Create and share allocation coverage, order status, and delivery performance reports.
• Identify opportunities to improve processes, increase efficiency, and enhance customer service.
• Investigate customer chargebacks and collaborate with partners to validate claims and negotiate reversals when appropriate.
• Resolve inventory allocation and ATP (Available-to-Promise) challenges within SAP.
• Anticipate potential order issues and implement proactive solutions.

Qualifications

• Strong analytical, critical thinking, and problem-solving skills.
• Experience working with SAP preferred.
• Proficiency with Microsoft Office Suite, particularly Excel.
• Experience using Power BI, Tableau, BW Launchpad, or similar reporting tools preferred.
• Excellent verbal and written communication skills.
• Ability to present findings and recommendations to both internal and external stakeholders.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• High level of integrity, accountability, and professionalism.