Values & Innovation

At 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.

If you are a current Under Armour teammate, apply to this position on the Internal Career Site Here. 

Purpose of Role

The 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 Impact

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

•    Trains, coaches, motivates and manages a team of Account Services Professionals
•    Be an Account subject matter expert and responsible for being the main point of contact for Account Services Professionals’ issues, questions, concerns etc.
•    Develop and advance Teammates by creating both team and individualized goals and evaluating their progress and performance
•    Collaborates with Sales Operations to ensure monthly, quarterly and yearly financial calls are being met.  
•    Develop 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 meetings. 
•    Provides Customer support to any retailers, Commercial Reps and Managers that need additional attention on certain issues and work cross-functionally with them to problem solve and implement any changes that need to be made.
•    Works 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. Will also work cross functionally with 3PL and America’s Supply Chain to ensure compliance re: packing efficiencies, customer VAS requests and any other special requests.
•    Responsible for managing the returns process from issuing returns to closing returns.
•    Support the Sr. Manager, Supply Chain on practices, initiatives and projects on a long-term strategic view.
•    Recognize areas in need of operational improvement. Work 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; analyze and report on all related KPI’s such as Past Cancels, URD, Open Contracts, and Incomplete Orders etc. to analyze Service performance.  Identifies areas for improvements and communicate cross functionally as needed.
•    Analyzes and reports on fill rate issues, customer orders, inventory and returns to interpret specific territory needs and improvements and communicates cross functionally as needed. Will work with Sales Operations and Production Teams cross functionally to accomplish this
•    Performs testing of any new IT/WMS upgrades, new processes, new applications and/or scenarios
•    Ability to travel to the accounts if necessary

TEAM MANAGEMENT RESPONSIBILITIES:                         
•    Manages a team of Account Services Associates/Professionals 
•    Conducts and leads team huddles to clearly communicate all account or business changes and updates affecting the Team
•    Partners with HR to interview and determine potential new hires 
•    Manage new hire training schedules and lead new hire onboarding experience ensuring they have the necessary knowledge and resources needed to efficiently and successfully perform tasks. 
•    Manages and approves payroll and paid time off
•    Complete half time huddles & end of year reviews for the Account Services team

Qualifications

•    Bachelor's degree (B. A.) from four-year College or university and one to two years related experience and/or training.
•    3-5 years of experience within Customer Service - a customer service subject matter expert on all Accounts.

•    To perform this job successfully, candidate needs to be proficient in SAP, BI, Cisco, EDI.  Extensive knowledge in Microsoft Office Software: Excel, Word, Outlook. etc. required
•    Fluent in Spanish & English.
 

Workplace Location

• Location: This individual must reside within commuting distance from our Mexico City  office.
• Return to Work Designation:  3 days week in-office, the remainder of work week remote. 

Relocation

• No relocation provided

Benefits & Perks

• Paid "UA Give Back" Volunteer Days: Work alongside your team to support initiatives in your local community
• Under Armour Merchandise Discounts
• Retirement Options
• Parental Leave 
• Health & fitness benefits,

Our Commitment to Diversity

At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Accommodation is available for applicants with disabilities upon request.