Specialist - Account Service

In short 
As a Retail Account Service Specialist, you will play a pivotal role in ensuring Direct-to-Consumer (DTC) retail operational excellence in the Greater China market.

This role requires a unique blend of operational execution and analytical troubleshooting. You will be responsible for end-to-end retail order management (replenishments and returns), supporting store operations, and acting as a critical operational bridge between front-end business teams and our regional 3PL warehouse. Rather than just performing manual tasks, you will actively look for opportunities to optimize workflows, deepen system logic understanding, leverage data (Looker/Excel) for better visibility, and lead AS-side coordination for the New Store Opening (NSO) projects.

   
Your mission 
1. Daily End-to-End Order Operation Excellence
Replenishment & EDI Management: Coordinate daily store replenishment orders and arrange shipments. Monitor EDI transmission status in Microsoft Dynamics 365 (D365) to ensure smooth store receipt and minimize abnormal receipt rates.
Return Order Processing: Oversee the return flow for retail stores. Timely coordinate return forecasts with the warehouse, trace physical receipts, and complete systematic loop-closing operations in D365 on time.
3PL Daily Liaison & Prioritization: Act as the primary operational window and daily coordinator with regional 3PL partners (CN/HK). Proactively translate commercial priorities (e.g., peak seasons, marketing campaigns, high-demand product launches) into warehouse execution priorities, ensuring high-value shipments are dispatched on time.
Fulfillment Exception Resolution: Partner with 3PL and logistics teams to investigate and resolve daily operational anomalies (e.g., short-picks, D365/Looker status inconsistencies, carrier delays, abnormal delivery volumes).
System Troubleshooting: Deeply understand D365 ERP logic and module relationships. Troubleshoot ordering, delivery, and system integration errors proactively to ensure speed and accuracy.

2. NSO (New Store Opening) Project Coordination
NSO Support: Support new store opening (NSO) projects from the Account Services side. Coordinate order releases, manage initial launch shipment timelines, and perform system pathway testing.
Cross-Functional Alignment: Align closely with Merchandising, Retail Operations, and Logistics teams to ensure new stores open on time with 100% stock readiness, while minimizing cost overspends from rush orders.

3. Consolidated Store Support (Consumables, Uniforms & Warranty)
Material & Consumables Processing: Process non-sales material requests (such as shopping bags, marketing materials, and packaging consumables) alongside daily replenishments, ensuring timely 3PL dispatch to avoid store running out of stock.
Uniform & Warranty Management: Facilitate store uniform requests, manage quota/credit verification, handle RPA orders, and keep internal tracking records up to date. Respond promptly to store warranty queries (e.g., shoelace replacements) to improve store feedback resolution rates.

4. Process Optimization & Data Analytics
Workflow Standardization: Review and audit existing manual, repetitive workflows. Draft and document standardized SOPs across retail AS functions to make operations simpler and smarter.
Data & Reporting Visibility: Utilize BI tools (Looker) and advanced Excel to track key metrics (TO fulfillment rates, actual ship dates, response lead times). Drive reporting visibility and explore automation opportunities (e.g., Power Automate/RPA/Parabola) to replace manual matching.

   
Your story 
Education: Bachelor’s degree or equivalent.
Experience: 3-5 years of experience in Retail Account Service, Sales Operations, Order Management, or Supply Chain Operations. Experience in premium sports, fashion, or retail multinational brands is highly preferred.

Systems Proficiency:
Direct, hands-on experience with Microsoft Dynamics 365 (D365) or other mainstream ERP systems is strongly preferred.
Skilled in data reporting tools, especially Looker (or Power BI / Tableau) and advanced MS Excel.

Soft Skills & Competencies:
Operational Bridge: Strong communication skills to manage external 3PL relationships and align cross-functional priorities (Retail Ops, VM, MKT) with professional business context.

Process-Driven Mindset: Eager to replace manual, fragmented copy-pasting tasks with standardized SOPs and structured workflows.

Logical Deduction: Strong reverse reasoning and problem-solving abilities to trace transactional/inventory gaps back to their root cause.

Languages: Excellent written and spoken English and Chinese (needed to collaborate with regional systems and global partners).