Strategic Account Specialist

At Fanatics Commerce, we’re more than just a leader in licensed sports merchandise – we’re a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.

Role Overview

The Strategic Account Specialist I supports the Mitchell & Ness wholesale sales team and customers. This position is responsible for managing customer relations for assigned accounts. He/she determines the best course of action in all focus areas to meet customer needs while aligning with company objectives.

How You Will Make An Impact

• Manages specific account base to ensure that orders are processed correctly, delivered on time, and comply with shipping requirements
• Maintains and validates VAS/ticketing in NetSuite, applying customer specifications to support order integrity and account objectives
• Reviews and approves order release for shipment, based on allocation %, 3PL workload, incoming product, etc.
• Serves as the main liaison with sales and customers, proactively communicating order status, fulfillment priorities, and risk areas to drive timely resolutions
• Manages the end to end customer relationship including onboarding vendor compliance accounts, demonstrating a clear understanding of terms and conditions.
• Identifies and communicates priority POs for order fulfillment.
• Research and resolves account disputes such as bounce backs, chargebacks and returns. Determines approvals needed and summarizes issues and trends for Sales management.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Analyzes in-transit inventory and monitors orders from start through completion under shipping and compliance guidelines.
• Provides excellent service to internal and external customers to improve quality of service, productivity and profitability.
• Proactively communicates product delays/availability issues and works with sales agencies to adjust order ship windows accordingly.
• Executes special projects, as determined by supervisor.
• Works effectively with sales agencies, operations, distribution center to effectively coordinate shipments.

What You Bring To The Team

• Associate degree or equivalent work experience preferred
• 3-5 years customer service/ account management experience
• Netsuite experience desired
• Strong written and verbal communication skills
• Ability to multi-task and prioritize meeting deadlines and departmental goals
• Good computer skills: Microsoft Suite (Word, Excel)