Remote Offres d'emploi - London, ON

JOOLA is seeking a for an experienced Bilingual Account Services Specialis t (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

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.

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