Location: Shanghai
In short
As the Account Service Team Lead, you will be responsible for leading the Account Service team in China, dedicated to providing an exceptional service experience to our dealers and owned retail stores. We are looking for a professional with outstanding leadership qualities, a customer-centric approach, and a passion for enhancing service quality through innovative solutions. Your core objective is not only to efficiently manage the team's daily operations but also to inspire team potential, drive service process optimization, and ensure our partners feel the professionalism and enthusiasm of the On brand in every interaction, helping us become a top sports brand in the industry.
Your Mission
- Team Leadership & Development: Lead, motivate, and develop the B2B Customer Service Representative team in China. Foster a positive team atmosphere, enhance the team's overall professional capabilities and service standards, and guide the team in exploring and implementing innovative customer service solutions.
- Strategy Execution & Operations Management: Effectively translate the company's overall customer service strategy into daily operational goals and action plans for the B2B customer service team. Deeply understand and optimize Order Allocation logic and Order Auto Release principles, guiding the team to efficiently and accurately handle core operational tasks such as daily order management, future order follow-up, and invoicing.
- Customer Relationship & Support: Lead the team in establishing and maintaining long-term, stable cooperative relationships with all internal customers (e.g., sales team, retail operations team) and external customers (dealers, retail stores). Ensure timely, professional, and strong support, deeply understand customer needs, and provide customized solutions.
- Problem Solving & Process Improvement: Take the lead in resolving various complex customer inquiries, complaints, and operational issues (including but not limited to returns, damages, order discrepancies). Proactively identify pain points and improvement opportunities in existing service processes, and drive process optimization and efficiency improvements.
- Cross-functional Collaboration: Collaborate closely with internal and external stakeholders such as sales, marketing, logistics (including third-party logistics warehouses), and finance to ensure smooth information flow, collaboratively solve problems, and jointly enhance customer satisfaction and brand reputation.
- Project Involvement & System Feedback: Actively participate in new internal and external company projects, providing professional advice and support on behalf of the customer service team. Provide timely feedback to relevant technical or product teams on issues and improvement suggestions for CRM systems (e.g., Microsoft Dynamics 365, Salesforce) and other business systems.
Your story
- Proven Leadership: A minimum of 3 years of experience in a team leadership role within customer service, account management, or related operations, with demonstrated exceptional leadership abilities. Capable of effectively motivating teams, improving performance, and successfully leading teams in exploring and implementing innovative solutions.
- B2B Customer Service & Operations Expertise: A strong background and solid practical experience in B2B account management, order processing, dealer services, and related operations.
- Order System Knowledge: A deep understanding of the logic of Order Allocation and the principles of Order Auto Release, with the ability to apply this knowledge to guide and optimize practical work.
- Communication & Interpersonal Skills: Excellent cross-level and cross-departmental communication, coordination, and interpersonal skills. Adept at listening, asking questions, and building strong working relationships. Clear and fluent written and oral expression (native-level Mandarin, good English communication skills must).
- Customer Focus & Problem Solving: Always prioritizing customer needs, with a strong sense of customer service and a high degree of responsibility. Demonstrates strong analytical and problem-solving skills, capable of using innovative thinking to find and implement effective solutions.
- Industry & Tools Knowledge: In-depth understanding of the sporting goods industry or fast-moving consumer goods (FMCG) industry is preferred. Proficient in using various CRM systems (e.g., Microsoft Dynamics 365, Salesforce) and Office software (especially Excel).
- Attention to Detail & Multitasking: Meticulous and rigorous in work, with a high degree of attention to detail. Possesses excellent multitasking abilities and the capacity to work efficiently under pressure.
- Proactive & Continuous Improvement Mindset: Proactive, willing to accept challenges, and continuously seeking ways to improve personal and team performance.
About the Team
"Happiness is the only thing that multiplies when you share it." You will join and lead a dynamic team that loves challenges and has "delivering happiness" as a core part of its DNA. Based in our Shanghai office, you will work closely with our "Happiness Delivery" teams across APAC and globally. If you are eager to seize every opportunity to create "WOW" moments for our customers, our team, and the On brand with your leadership and expertise, we eagerly look forward to writing a new chapter for On in the Chinese market with you.
Most lived Spirit in our team
Team
Team
While we spend our days bringing the Positive Spirit to customers, we couldn't do that without one another. Celebrating successes, helping people out across regions and empowering our teams to deliver that extra something.
Shanghai
China’s economic center and a growing running community – it’s no wonder Shanghai is our largest retail footprint globally.
Honghui Mengzhi Park,
Huangpu District
China
My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’.
What we offer
On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.
On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.
What to expect
We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.
Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.
Step One:
You'll start by submitting your application to a specific role.
We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. We ask that you allow around 14 days for us to come back to you with a response. If you are a good fit to the role, someone will follow up with you within that window. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.
