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) 

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.