On - Specialist – Account Services Enablement - Berlin

Team for Career Site

Customer Service

In short

Our Account Services Enablement Team is growing, and with this comes the exciting opportunity to become part of the team in our Berlin office.

As an Account Services Enablement Specialist, with a focus on reverse logistics, you work with our internal operational teams to create and maintain processes that facilitate the excellent customer service expected from a premium sportswear brand.

This includes solution creation, project ownership, relationship building & maintenance, PMO, reporting and advisory to our stakeholders.

We embrace the fast and flexible pace dictated by the industry and the company’s growth.

Your mission

– You will streamline processes linked to mainly but not limited to reverse logistics at On. You will own enhancement initiatives fully aware that successful outcomes rely on stakeholders involvement and buy-in.
– You will conduct investigative case building (through for example report exploration, stakeholder interviews, data analysis etc) to demonstrate the need for system enhancements and eventually kick the initiative from strong foundations.
– You will adopt defined team reporting standards in your work delivery to ensure autonomous and accessible project management across the team.
– You will communicate on and own initiatives in a transparent and assertive manner, seeking cohesion at all times yet being in the driving seat. You will adapt to your audience and drive conversations towards constructive outcomes.
– You are committed to sharing and seeking knowledge & experience cross-functionally. As your role thrives to find a consensus that will satisfy all stakeholders, it is crucial that you are the main source of coherent information for the initiatives you are driving.
– You will use objectivity and accessibility to manage expectations from all involved whether driving an initiative or representing the interests of Account Services cross functionally.
– You will build and maintain cross-functional relationships based on trust, respect and demonstrated value add.
– You will contribute to the team’s awareness campaigns across the company, the ultimate goal being to ensure Account Services are taken into account in every decision that impacts customer service at On.

Your story

– You have minimum 5 to 10 years of work experience in a customer oriented environment and you have a passion for customer service, emphasizing on delivering high-class experience.
– Your English skills are fluent. You understand and master the nuances of the choice of words required to build & maintain work relationships as well as seeking consensus amongst stakeholders.
– You have experience and a strong interest in the field of reverse logistics in the retail industry with knowledge of its value, intricacies, expectations and challenges. You recognised and believe in the strategic value of reverse logistics, familiar with the end to end process terminology, workflows and main stakeholders. An interest in developing the field’s future is a plus.
– You have previously used project management methodology and best practice in a work environment. You thrive in an autonomous working environment where you drive process enhancement initiatives, fully embracing your role as a project owner who depends on stakeholders input & actions.
– You are a solution driven team player, embracing working towards flexible longevity in processes that satisfy all stakeholders. You are a fast learner who seeks and applies knowledge shared by team members and cross functional colleagues.
– Being a digital native, working with a modern IT infrastructure excites you. You are at ease when finding your way through new systems and you can easily apply previous knowledge to find your way around.
– You are organized and structured in your work, ensuring transparency and managing communication at all times with numerous stakeholders adapting to your audience as required.

Meet the team

The Account Services thrive to deliver outstanding service. You will be joining an energetic and collaborative department who sees problems as challenges and aim to solve them in the most positive way possible. The Account Services Enablement team supports teams across account services & operations at On by facilitating the path towards this premium experience for our wholesale customers.

The Account Services Enablement team thrives to facilitate operational excellence by creating a regional collaborative and cross-functional working environment, developing and improving processes and providing the necessary knowledge to the relevant stakeholders.