Job Description

At Wilson, we are here to empower every human to live like an athlete. Passion. Creativity. Integrity. Teamwork. Ambition. Innovation. These are the qualities that have made Wilson Sporting Goods Co. the number one sports equipment brand in the world. We come together to win, grow, and celebrate. We all play for Team Wilson. We all have a role to play within our organization and are working towards the same goal. One team, one dream.

We believe that being an athlete isn’t something you do, it’s who you are. It’s a universal code of conduct, a way of seeing the world and how you show up every day. We seek out diverse voices and welcome all perspectives. Our team is composed of individuals with unique backgrounds, points of view and experiences. These perspectives create a rich and diverse culture in which we learn from one another through empathy and inclusion.

Evolving the sports world and being the best partner for players, athletes, and our community is no small task. We are continually looking to add enthusiastic, ambitious, team-first individuals who desire to make a difference —and who love to help others win. Together, we will create a better world through sport. Join us.

The Dealer Experience Specialist, Soft Goods is responsible for managing and nurturing relationships with key clients, ensuring seamless order fulfillment, and providing exceptional customer service. The specialist will act as the primary liaison between key accounts and internal teams, ensuring smooth communication, efficient issue resolution, and a high level of customer satisfaction.

Specific responsibilities include, but are not limited to:

Key Account Relationship Management:

• Serve as the primary service contact for key clients, ensuring their needs and expectations are met.
• Build strong relationships with buyers, planners, and supply chain contacts at key accounts.
• Work with the sales team to conduct regular check-ins and business reviews to assess satisfaction and identify opportunities for growth.

Order & Inventory Management:

• Oversee order processing, tracking, and delivery coordination to ensure timely fulfillment.
• Collaborate with sales, production, and logistics teams to manage inventory levels and allocations.
• Address order discrepancies, shortages, or delays with proactive solutions.

Customer Support & Issue Resolution:

• Handle inquiries, complaints, and escalations efficiently while maintaining a customer-focused approach.
• Work closely with quality control, warehouse, and logistics teams to resolve product or shipment issues.

Sales Support & Reporting:

• Provide key account sales teams with support on pricing, promotions, and product availability.
• Generate reports on sales trends, order volumes, and customer feedback for management review.
• Assist in forecasting and demand planning based on historical data and market trends.

Process Improvement & Brand Representation:

• Identify areas for process improvements in order management and customer service workflows.
• Ensure compliance with retailer/vendor guidelines, EDI requirements, and industry best practices.
• Represent the company professionally, promoting brand values and fostering long-term client partnerships.

This position requires a minimum of 1-3 years of previous customer service experience, preferably in the sporting goods industry, as well as a strong understanding of soft goods (such as apparel, textiles, footwear, or accessories), supply chain operations, and retail dynamics. A Bachelor’s degree is preferred, but a high school diploma or GED with equivalent experience may be accepted in lieu of a degree.

Other qualifications include:

• Proficient in Microsoft Office (Word, Excel, Outlook)
• Exceptional customer service orientation and the ability to handle escalated customer concerns
• Ability to adapt and focus based on business demands
• Self-confidence
• Ability to work independently and as a member of multiple teams
• Analytical and problem-solving skills
• Attention to detail with outstanding follow-through and time management skills

What We’ll Provide

A reasonable estimate of the pay range is $22.00-$24.00 per hour at the time of this posting. Within the range, individual pay is determined by factors such as job-related skills, relevant experience, education, and/or training. Please note that the range details reflect the base pay only and does not include our competitive bonus program.

Located in the vibrant, sports-centric city of Chicago, Wilson Sporting Goods Co. global headquarters sits along the lakefront with first-class access to a burgeoning creative, innovative, energetic and active professional community. We offer an open, collaborative, high tech work environment with best in class amenities and perks, including:

• Medical, dental and vision
• Pre-tax transit discounts
• 401(k) with company match
• Life insurance
• Paid maternity/paternity leave
• Professional development opportunities
• Volunteering programs
• Team building outings
• Discounts on Wilson and Amer Sports products
• On-site health club
• Summer hours
• Company-sponsored sports leagues/teams
• Fun, active company outings around major sports events

Wilson Sporting Goods Co. is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.

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