Senior Specialist - Account Services Coach

In Short

As the Senior Specialist, North America Account Services Coach, your mission is to empower our Account Services team by designing and delivering world-class training programs that drive excellence in customer service and operational efficiency. You will support the onboarding and ongoing development of Account Services Coordinators, Specialists, and Leads, ensuring they have the skills, knowledge, and confidence to WOW our wholesale partners. Based at our Americas HQ in Portland, Oregon, you will collaborate with leadership, sales, and logistics teams to align training with business goals, while fostering a culture of continuous learning and improvement. Your work will help us become the easiest sports retailer in the industry to work with.

Your Mission

Training Program Development

• Design, develop, and maintain comprehensive training materials, including manuals, guides, presentations, and digital resources, tailored to the needs of Account Services Coordinators, Specialists, and Leads.
• Create role-specific onboarding programs to equip new hires with the skills to manage customer inquiries, process orders via Microsoft Dynamics 365, SPS Commerce, EDI, and navigate CRM and ERP systems effectively.
• Develop advanced training modules for Specialists and Leads, focusing on account management, order book analysis, leadership skills, and proactive problem-solving.

Training Delivery and Facilitation

• Conduct engaging onboarding sessions, workshops, and ongoing training for Account Services teams, both in-person at our Portland HQ and virtually for remote team members.
• Facilitate role-playing exercises, case studies, and simulations to build practical skills in customer communication, order prioritization, and issue resolution.
• Deliver specialized training on systems such as Microsoft Dynamics 365, Salesforce, Robotic Process Automation (RPA) tools, and Excel (e.g., PivotTables, LOOKUPs) to enhance operational efficiency.

Continuous Learning and Skill Development

• Assess training needs through feedback from team members, leadership, and performance metrics, identifying gaps and opportunities for skill enhancement.
• Implement regular refresher courses and advanced training sessions to keep teams updated on new systems, processes, and industry best practices.
• Promote a culture of continuous improvement by encouraging critical thinking and creative solutions to enhance account service processes.

Collaboration and Alignment

• Partner with Account Services Leads to align training programs with Key Performance Indicators (KPIs), such as On-Time In-Full (OTIF) targets and customer satisfaction metrics.
• Collaborate with operations, sales, and logistics teams to incorporate account-specific requirements, compliance standards, and third-party warehouse guidelines into training content.
• Work to integrate diversity, inclusion, and company values into all training materials, fostering an inclusive team environment.

Training Evaluation and Improvement

• Monitor the effectiveness of training programs through assessments, surveys, and performance data, adjusting content to maximize impact and engagement.
• Solicit feedback from trainees and stakeholders to refine training materials and delivery methods, ensuring relevance and accessibility.
• Track trainee progress and provide coaching recommendations to Leads to support individual development plans.

Documentation and Resource Management

• Maintain an organized repository of training documents, ensuring easy access for team members and compliance with company standards.
• Update training materials promptly to reflect changes in systems, processes, or account requirements, ensuring accuracy and consistency.
• Create quick-reference guides and FAQs to support Coordinators, Specialists, and Leads in their daily tasks.
• Other duties as needed.

Your Story

• Bachelor’s degree in Education, Business, or a related field preferred, or High School Diploma with 5+ years of experience in training, coaching, or customer service roles.
• 3+ years of experience designing and delivering training programs, ideally in a customer service, account management, or operations setting.
• Proficiency with Microsoft Dynamics 365, Salesforce, Google Suite, and Excel; experience with RPA tools or e-learning platforms is a plus.
• Exceptional communication and presentation skills, with the ability to engage and inspire diverse audiences.
• Strong organizational skills and attention to detail, with a knack for creating clear, user-friendly training materials.
• Passion for coaching, mentoring, and fostering a culture of learning and inclusion.
• Experience in wholesale, logistics, or account services environments is a bonus.
• Additional language abilities, particularly Spanish or French, are a plus.

Meet the Team

Being in direct contact with our partners means we are able to consistently surprise them with outstanding service. We see problems as challenges and aim to solve them in the most positive way possible. Communication and enthusiasm are key in Account Services. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer experience.

What we Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.