Job Description

JOOLA is seeking a dynamic and experienced Service Account Manager focused on enhancing the customer experience and driving operational efficiency.

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 role requires expertise in customer service operations, ERP systems, and managing both internal and external relationships to ensure optimal order fulfillment and customer satisfaction. The individual will work closely with cross-functional teams, ensuring that service-related activities are effectively managed and operational challenges are resolved. Additionally, the role involves close collaboration with the Canada team to align on strategies, processes, and customer service initiatives to ensure a cohesive North American approach to customer service and order fulfillment. The position will also manage customer relationships, support order fulfillment, and continuously improve processes to meet business goals and performance standards.

Responsibilities:

Account Services Management

• Order Fulfillment Optimization: Oversee and optimize the order fulfillment process to ensure timely, accurate deliveries, enhance the customer experience, and improve customer satisfaction in the market.
• Order-to-Cash (OTC) Process Support: Assist in managing the OTC process to ensure that customer orders are processed efficiently, supporting revenue growth and aligning with monthly and quarterly business objectives.
• Customer Relationship Management: Develop and maintain strong relationships with customers, focusing on resolving order-related issues, improving service levels, and delivering exceptional customer service.
• Process Improvement: Identify opportunities to enhance service processes and workflows, ensuring continuous improvement of customer experience, order accuracy, and timely deliveries.

Team Leadership & Development

• Team Management: Lead and manage the Account Services team, providing guidance and support to ensure alignment with departmental goals, service expectations, and organizational objectives.
• Coaching & Development: Provide coaching, set individual and team goals, and assess performance to ensure continuous development and high team performance.
• Performance Monitoring: Ensure the team meets key performance indicators (KPIs) and service level agreements (SLAs) and provides corrective action or support as needed.

Cross-functional Collaboration

• Warehouse Coordination: Work closely with the warehouse and logistics teams to ensure the timely and accurate fulfillment of orders for customers. Address any operational challenges regarding product availability, shipping, or order status.
• Collaboration with the US Team: Collaborate with the Canadian Account Services team to ensure consistent service standards, share best practices, and align customer service strategies across both regions. This includes coordinating on process improvements, operational changes, and customer support initiatives to ensure a unified North American customer experience.
• Internal Communication: Serves as a liaison between the Account Services team and other departments, such as IT, logistics, and commercial teams, to ensure smooth operations and effective service delivery.
• Problem Resolution: Effectively resolve customer complaints or issues related to product fulfillment, shipping delays, or order discrepancies to maintain high customer satisfaction.

Technical & Systems Expertise

• CRM Tools & ERP Systems: Utilize customer relationship management tools (e.g., NetSuite, Monday.com) and ERP systems to track and manage customer interactions and orders efficiently.
• System Enhancements: Collaborate with the Senior Manager and US team to suggest and implement new system tools or upgrades that improve service delivery, operational efficiency, and customer satisfaction.

Reporting & Analytics

• Customer Service Metrics: Monitor and report on key service metrics specific to the market, including order accuracy, on-time delivery, and customer satisfaction, and identify trends and areas for improvement.
• KPI Achievement: Ensure the team meets established KPIs for service delivery and customer satisfaction while supporting the tracking and reporting of performance in alignment with company goals.
• Qualifications:

Qualifications:

• 5+ years of experience in Customer Service, Account Management, or a related field, with at least 2 years in a leadership or supervisory role
• Proficiency in ERP systems (e.g., NetSuite, Monday.com) and CRM tools
• Strong communication skills (both written and verbal)
• Proven leadership ability to manage teams, develop talent, and drive performance
• Problem-solving skills with a focus on customer satisfaction and process improvement
• Strong organizational skills and ability to manage multiple tasks and deadlines in a fast-paced environment
• Experience with warehouse management or order fulfillment processes is a plus

Competencies:

• Customer Focus: A strong focus on delivering exceptional customer service and building long-term customer relationships.
• Team Collaboration: Ability to work collaboratively within a team and across various departments to achieve business goals, including working effectively with the US team for a cohesive North American strategy.
• Leadership: Demonstrated ability to motivate, guide, and lead a team, ensuring high performance and professional development.
• Adaptability: Comfortable adjusting to changing business needs and responding to evolving customer expectations.
• Conflict Resolution: Skilled at managing and resolving conflicts, both with customers and within the team, in a constructive and professional manner.
• Attention to Detail: High attention to accuracy in order processing, customer service activities, and operational tasks.
• Time Management: Ability to prioritize tasks effectively, managing competing priorities to meet deadlines and service expectations.

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