Bilingual Account Services Rep

Bilingual Account Services Representative

Columbia Sportswear Company

Portland, OR

Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one for over 70 years, constantly working to perfect the art and enjoyment of the greater outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that offers them much more than just a paycheck.

ABOUT THE POSITION

Columbia Sportswear's dynamic global supply chain consists of 4 distribution centers, 430 retail stores, 80 apparel factories and 20 footwear factories worldwide. We pride ourselves on being able to get products to market quickly, safely, and in the most cost-effective manner. By leveraging data analytics, we are constantly pushing to make smarter business decisions and identifying innovative ways to make Columbia Sportswear's supply chain more efficient and effective to meet our consumers' ever-changing needs.

This position is responsible for the management and execution of Columbia Sportswear Company's North American order book. This also includes working across several cross functional departments including up to 15 Sales Representatives, Finance, Logistics, Distribution, Planning and Master Data.

As an Account Services Rep, you will provide exceptional account management execution for an assigned channel or region that supports Columbia Sportswear's supply chain strategies and revenue goals. You will also leverage cross functional relationships to ensure completion of key order management activities, issue identification and resolution, and customer engagement initiatives.

ESSENTIAL FUNCTIONS

• Manage life of an order process including order deadline, in season order updates, on time shipping and follow up.
• Ensure customers' orders are delivered in full on time, in alignment with Columbia Sportswear's go to market strategies and corporate forecast.
• Collaborate with sales reps/sales management to ensure consistent contract review and documentation/approval of date changes and cancellations
• Work to ensure that supply chain initiatives (i.e. direct ship) are being fully and successfully leveraged. Recommend and implement additional opportunities for expansion of these initiatives.
• Identify and initiate strategic cross functional relationships to drive account execution. Utilize internal/external resources to fully understand the complexities of retail partners.
• Compile and analyze key metrics to drive customer-based solutions and decision making.
• Expert in customer's requirements, behaviors, and expectations.
• Drive improvement in order management processes/practices across the Supply Chain.
• Review, investigate and validate customer chargebacks negotiating reversals where applicable.

REQUIREMENTS

• College degree in related field preferred
• Critical thinking skills
• Skilled with analytical tools - (including Microsoft Office Suite. Power BI, Tableau, etc.) is strongly preferred
• Strong problem solving/decision making skills
• Demonstrate good written and verbal communication skills
• Experience communicating results to a diverse set of audiences - both internally and externally
• Must be dedicated, with a high degree of integrity
• Demonstrates future vision and continual improvement of processes and people
• Ability to perform in high pressure situations
• Able to manage through ambiguity
• Reasoning Ability: Must exhibit sufficient problem-solving skills to address issues that may arise concerning operational and staffing issues.
• SAP experience preferred

LEADERSHIP RESPONSIBILITY

• No supervisory responsibilities but provides informal guidance to new team members. Leads projects and processes.

JOB SCOPE

• Consistent follow through with customers and cross functional partners
• Driven to understand and embrace the global nature of the business and the customers
• Demonstrate initiative and strong business knowledge
• Proactive decision-making skills based on analytics and metrics
• Ability to operate in a dynamic environment and be able to prioritize essential tasks to meet deadlines
• Utilize allocation coverage reporting for customers to engage with Planning, Distribution and Sales to maximize delivery in full and on time
• Order Book Management - Revisions/cancellations, order entry, resolve ATP issues in SAP, communicate delays and be the expert on customer requirements, behaviors, and expectations
• Analytics/Reporting - Reporting through BW Launchpad and Power BI. Provide allocation coverage data to Sales on a regular basis along with delay management and order status. Initiate and assist with chargeback mitigation
• Customer Service - Communicate via phone and email with retailers and sales reps. Establish regular support calls with sales reps. Drive company sales by building and maintaining relationships with new and existing clients
• Cross-Functional Liaison - Work closely with other Supply Chain partners to ensure timely delivery of orders. These partners include but aren't limited to Global Buying, Demand Planning, Global/Regional Logistics, Distribution Centers, etc.

JOB CONDITIONS

Job requires hours that may occasionally exceed 8 hours per day and/or 40 hours per week during times of peak activity. Evening and/or weekend work occasionally required to ensure timely project completion. Some job pressure exists in the balancing of tasks with conflicting and sometimes changing deadlines. Some travel for customer meetings may be required. The ability to sit for extended periods and to bend, kneel, and stoop. Ability to operate telephones and computer hardware and software, including keyboard and 10-key. Physical capability to occasionally lift to 30 pounds.

Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one since 1938, working to perfect the art of enjoying the outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that strives to do the right thing.

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.

At Columbia Sportswear Company (CSC), 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, military and veteran status, and any other characteristic protected by applicable law. CSC 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. All employment is decided on the basis of qualifications, merit, and business need.