Manager, Account Services

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

Manage and supervise Account Service and Customer Service activities for assigned accounts, ensuring efficient order management, strong account support, timely customer communication, and cross-functional execution across Sales, Supply Chain, Distribution/Operations, Finance, IT/EDI and Production. Lead the team to deliver service standards, resolve issues, improve processes and provide clear reporting to support business decisions.

Your Impact

LEADERSHIP & CUSTOMER SERVICE
• Train, coach, motivate and manage Account Service and Customer Service teammates; set team and individual goals and evaluate progress and performance.
• Act as account subject matter expert and escalation point for team questions, customer concerns and account-specific issues.
• Provide support to retailers, Sales Reps and UA Sales Managers when issues require cross-functional problem solving or implementation of changes.
ORDER BOOK PLANNING, ORDER MANAGEMENT & TRACKING
• Ensure optimal seasonal execution of order entry, order book planning and order book tracking; support shipping planning decisions through order book and delivery-date visibility.
• Perform order management activities including RDD changes, dropped/cancelled products, swaps, product changes, returns, claims and special product needs for launches, new stores or promotions.
• Ensure accurate and timely delivery to accounts while preventing claims through proactive order book reconciliation and issue resolution.
COMMUNICATION & CROSS-FUNCTIONAL COORDINATION
• Establish fact-based, bi-directional communication with Account Service, Supply Chain, Distribution/Operations, Sales, Finance, IT, EDI, Production and other business partners.
• Lead team huddles and market/business updates to communicate account or operational changes, progress, risks and workarounds.
• Work with Distribution/Operations on trucking schedules, parcel/LTL shipments, packing efficiencies, customer VAS requests and special requests.
ACCOUNT MANAGEMENT, REPORTING & PROCESS IMPROVEMENT
• Analyze and report KPIs such as fill rate, past cancels, unconfirmed demand, open contracts, incomplete orders, returns, inventory and service performance to identify improvements.
• Collaborate with Business Analysts and cross-functional teams to compile monthly, quarterly and yearly reporting for upper management in a clear, accurate and timely manner.
• Suggest and implement improvements to procedures, reports, reporting tools and communication flows; support testing of SAP, B2B, WM, BW or other process/application upgrades.
ADMINISTRATIVE & SUPERVISORY RESPONSIBILITIES
• Manage customer/account files such as customer lists, price and line lists, credit notes, training logs, claims/returns files and dropped/cancelled product communications.
• Interview and support hiring for Account Service roles; manage onboarding and training schedules and assist in development of on-the-job training for new hires.
• Complete performance reviews, manage/approve payroll and paid time off where applicable, and travel to accounts if business needs require.

Qualifications

• Bachelor’s Degree in Business Administration, Industrial Engineering, Supply Chain Management or related field.
• 3+ years of Customer / Account Service experience preferred; account service subject matter expertise ideal.
• Proficiency with SAP, BW, B2B, EDI and Microsoft Office (Excel, Word, Outlook); experience with data management systems and reporting tools.
• Strong analytical, problem-solving, written and oral communication skills; ability to communicate in English with all levels of the organization.
• Team Player: collaborates effectively in a matrix environment and builds strong relationships with Sales, Supply Chain and cross-functional partners.
• Humble & Hungry: demonstrates confidence without arrogance and continuously improves skills, service and processes.
• Unparalleled Integrity: lives the UA Way, takes ownership, communicates directly and follows through on commitments.
• Action Oriented & Accountable: maintains a can-do attitude, commits to priorities and delivers against high performance standards.
• Customer Focus & Adaptability: responds promptly to customer needs, remains professional under pressure and adapts to change or unexpected events.

Workplace Location

• Location: This individual must reside within commuting distance from our Mexico City office.
• Work Schedule:Teammates are required to work on-site for 4 days per week
• Travel: no travel required
• Licenses/Certifications: N/A

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
• Competitive Retirement options
• Maternity and Parental Leave for eligible teammates
• Health & fitness benefits, discounts and resources- We offer teammates across the country programs to promote physical activity and overall well-being

Our Commitment to Equal Opportunity

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 seeks to recruit, develop and retain the most talented people representing a wide variety of backgrounds and perspectives. If a reasonable accommodation is needed to participate in the job application or interview process, please contact our Human Resources team via Ver el correo electrónico en mx.fitly.work.