Manager, Account Services Mexico

Values & InnovationAt Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour.Our values are rallying cries, reminding us why we're here, and fueling everything we do.Our pursuit of better begins with innovation and with our team's mission of being the best.With us, you get the freedom to go further - no matter your role.That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.Purpose of RoleThe Account Service Manager will manage and supervise the Account Services Associates / Professionals.With these supervisory duties, this Manager will also exhibit outstanding Customer Service for Under Armour Accounts and ensure that all Account Services Associates / Professionals will respond to internal and external customer inquiries and process orders received from retailers.Maintain strong communication and team management skills as well as utilizing supply chain knowledge will be a pre-requisite to success.This role is the key liaison between the Accounts organization and Supply Chain, concerning all Customer Service matters.Establish and preserve strong cross-functional relationships with key stakeholders across the Matrix; Commercial, Planning & Inventory Management, Distribution, Logistics, Transportation and Finance.Manage, Motivate, Lead and Support the Account Service Professionals to enhance and exceed service expectations; SLA's and KPI's by responding to internal and external inquiries and in driving GTM fulfillment strategies by performing the following duties.Key metrics include: Service, Order Bank Accuracy, Claims & Returns, Shipping targets accuracy, initiatives implementation and process improvement.Your ImpactTrains, coaches, motivates and manages a team of Account Services ProfessionalsDevelop and advance teammates by creating both team and individualized goals and evaluating their progress and performanceCollaborates with Sales Operations to ensure monthly, quarterly and yearly financial calls are being metDevelop a good understanding of the Mexico business and supply chain capabilities / opportunities and partner with Sr.Manager, Supply Chain to drive improvements and yearly Top 2 Top meetingsProvides customer support to any retailers, Commercial Reps and Managers that need additional attention on certain issues and works cross-functionally with them to problem-solve and implement any changes that need to be madeWorks with the 3PL to ensure that all orders are delivered on time, in full and with quality, meeting the expectations of the customers and at the best possible cost to UA.Works cross-functionally with 3PL and America's Supply Chain to ensure compliance regarding packing efficiencies, customer VAS requests and any other special requestsResponsible for managing the returns process from issuing returns to closing returnsSupports the Sr.Manager, Supply Chain on practices, initiatives and projects on a long-term strategic viewRecognizes areas in need of operational improvement and works cross-functionally within Mexico and America's Supply Chain to drive process-improvement opportunities to make Supply Chain a "competitive advantage"Responsible for the Sales Operations OTC process; analyzes and reports onall related KPI's such as Past Cancels, URD, Open Contracts, and Incomplete Orders to analyze Service performance, identifies areas for improvements and communicates cross-functionally as neededAnalyzes and reports on fill-rate issues, customer orders, inventory and returns to interpret specific territory needs and improvements and communicates cross-functionally as needed, working with Sales Operations and Production Teams cross-functionally to accomplish thisHas the ability to travel to the accounts if necessaryTeam Management ResponsibilitiesManages a team of Account Services Associates / ProfessionalsConducts and leads team huddles to clearly communicate all account or business changes and updates affecting the teamPartners with HR to interview and determine potential new hiresManages new-hire training schedules and leads new-hire onboarding experiences ensuring they have the necessary knowledge and resources needed to efficiently and successfully perform tasksManages and approves payroll and paid time offCompletes half-time huddles & end-of-year reviews for the Account Services teamQualificationsBachelor's degree (B. A.) from a four-year college or university and one to two years related experience and/or trainingFluent in Spanish & English#J-*****-Ljbffr