As a Business Outfitter's Account Specialist III, you will support the launch, maintenance and refresh of large-to-extra-large customer apparel programs, including but not limited to: providing guidance and support in the design of custom websites, determining which products customer will carry, developing creative materials (from templates and from scratch), understanding customer business requirements and how they relate to Lands' End processes, and executing customer reporting needs. Our largest clients have complex programs and unique needs – you must be nimble and able to resolve complex problems, or problems where precedent may not exist, in order to support customers in several other tasks as needs. You will work with a variety of internal and external resources to execute processes and solutions that meet customer program requirements. You should be able to model Lean and Agile methodologies in order to provide quick turnaround on customer needs, resolve complex business problems, actively look for opportunities to improve day-to-day operational processes, and work as part of a team to report on activities that impact the health of the business. You should also be able to run small projects independently – able to follow-up a standard project plan, while adjusting to account for changes in direction & conflicting stakeholder needs. Act as a mentor to other Account Specialists as a master of the role - may be asked to monitor work activities, provide feedback and help direct other Account Specialists under the guidance of an operations leader. Able to coach and develop other Account Specialists, through direct mentorship or creation of materials & processes.
Manage relationship and communication between cross-functional partners and customer. Work with sales partner to execute upon the strategic vision for account growth
Serve as day-to-day contact for Customer Contacts for operational requests such as order issues, logos, websites, inventory/on-hand statuses, marketing needs, product questions, etc etc.
Coordinate and facilitate client meetings with a focus on retention and relationship building. May also lead smaller cross-functional meetings to achieve client needs.
Actively identify areas for improvement and proposed solutions for those issues for both internal and client facing processes/procedures.
Independently create new processes to meet the needs of your customer(s), including those necessary to resolve issues and those that have benefit to both client and Lands' End Outfitters. Account Specialist IIIs may design, document, test and roll out new processes.
Lead small projects as assigned to achieve account and strategic business goals. Act as a resource to colleagues who have less experience with Lands' End processes, customer support and/or continuous process improvement. Ability to act as a formal leader of other Account Specialists when required.
Able to run and troubleshoot client reports in Microsoft Excel and Access - reports may be related to finance, product inventory, payment methods, etc.
Travel may be required 4-6 times per year to support accounts
Strong communicator with the ability to work in a fast-paced environment while providing service beyond customer expectations.
Ability to react quickly to evolving customer's needs and manage multiple projects while remaining flexible in a self-directed, organized, decisive, professional and objective manner. Ability to think strategically and provide feedback and insight into solutions for the customer.
Ability to identify & implement innovative operational processes while owning all points of implementation and education. Can think about the whole process and lead small team on continuous improvement.
Experience in effectively collaborating and communicating with customers and colleagues in a friendly, easy-to-understand and efficient manner, consistent with Lands' End philosophies. Should be comfortable communicating with senior level executives at a client site. Encourages open discussions.
Strong analytical, interpersonal, written, verbal, listening and negotiation skills as well as the ability to think creatively. Ability to drive results and manage conflict.
Ability to delegate, hold self and others accountable, and prioritize tasks for optimum efficiency. Ability to present in front of a large group on a topic with which you have expertise
Demonstrate independent problem-solving skills with the ability to be flexible and embrace change in a positive manner. Demonstrate self-awareness and takes action to grow professionally.
Extensive knowledge of Microsoft Office Suite, and PowerPoint, as well as is considered an Excel expert and resources for others.