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
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.
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.
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.
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).
