Senior Specialist, Key Account Services Team Lead

At a Glance: As the Key Account Services Team Lead, you will be responsible for leading the Key Accounts team in Australia (Oceania), dedicated to providing an exceptional service experience to our key retail accounts. We are looking for a professional with outstanding leadership qualities, a customer-centric approach, and a passion for enhancing service quality through innovative solutions. Your core objective is to manage the team's daily operations, inspire team potential, drive service process optimization, and ensure our partners experience the professionalism and enthusiasm of the On brand in every interaction, helping us become a top sports brand in the industry.

• Team Leadership & Development: Lead, motivate, and develop the B2B Key Account representative team in Australia. Foster a positive team atmosphere, enhance professional capabilities and service standards, and guide the team in exploring and implementing innovative customer service solutions.
• Strategy Execution & Operations Management: Translate the company's customer service strategy into daily operational goals and action plans. Understand and optimize Order Allocation logic and Order Auto Release principles. Guide the team in handling daily order management, future order follow-up, and invoicing.
• Customer Relationship & Support: Establish and maintain long-term relationships with internal and external customers. Ensure support is timely, professional, and tailored to customer needs.
• Problem Solving & Process Improvement: Resolve complex customer inquiries, complaints, and operational issues. Identify pain points and drive process optimization.
• Cross-functional Collaboration: Work with sales, marketing, logistics, and finance to ensure smooth operations and enhance customer satisfaction.
• Project Involvement & System Feedback: Participate in projects and provide feedback on CRM systems and other tools.

We hope you are excited to be part of the team that brings the joy of movement to millions. The ideal candidate will have:

• Proven Leadership: At least 3 years in a leadership role within customer service or account management, with demonstrated ability to motivate and improve team performance.
• B2B Customer Service & Operations Expertise: Experience in B2B account management, order processing, and dealer services.
• Communication Skills: Excellent interpersonal, written, and oral communication skills.
• Customer Focus & Problem Solving: Strong commitment to customer needs and innovative problem-solving skills.
• Industry & Tools Knowledge: Knowledge of the sporting goods or FMCG industry preferred. Proficiency in CRM systems like Microsoft Dynamics 365 and Salesforce, and Office tools.
• Attention to Detail & Multitasking: Meticulous with high multitasking ability and efficiency under pressure.
• Proactive & Improvement Mindset: Willingness to challenge oneself and seek continuous improvement.

Reporting to the Account Services Lead, you will lead a dynamic team in our regional 'Happiness Delivery' team based in Melbourne. Join us in creating 'WOW' moments for our customers and the On brand in the Oceania market.

Located in Cremorne, Melbourne, we offer a vibrant, diverse, and supportive environment with international spirit. We provide a competitive salary, benefits, professional development, and career growth opportunities.

If you are driven to elevate On's customer service, eager to join our team, and passionate about creating 'WOW' moments, apply now and join the ONiverse family

Our hiring process is thorough, lasting about eight weeks, to ensure the right fit. We value your passion and skills and want to make sure this role aligns with your career goals.