Customer Service

4 weeks ago

London, United Kingdom TAPESTRY Full time

Wholesale Customer Service - Key Account Specialist
This global house of brands - Coach, Kate Spade New York, Stuart Weitzman - was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. Here, your voice is valued, your ambitions are supported, and your work is recognized.
A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity. Manage Order book from order entry through to Shipping for our Key Accounts. Ensure we ship on time to our clients; Manage order flow and service requests in order to meet business unit's objectives. The successful individual will leverage their proficiency in Wholesale Customer Service to carry out the tasks below:
Customer Service Activities
Provide best in class service to all our customer contacts - through ownership of assigned accounts and demonstrated proficiency of the business.
Proactively communicate issues pertaining to his/her account - both to the customer and to the relevant internal business partners
Order Management Activities
Support market activities that include order upload, order confirmations and resolution of any discrepancies.
Review and maintain orders through the order management system from the time of receipt to the time of shipment.
Review orders to ensure accuracy in product assortment, and scheduled ship dates.
Ensure orders are prepared in advance for shipping; and ship on time.
Execute pro forma invoices, customs invoices and track payments for cash in advance accounts
Communicate order status to Sales Channel and/or Account.
Monitor order to shipment flow to ensure timely shipping
Liaison between shipping area and the account and/or Sales/Allocation team to solve any issues (cancel date, PO errors, response time of routing)
Provide support as it relates to returns, claims, generating return authorization, schedule pick up in partnership with 3rd party and providing instructions to account.
Ad hoc Inventory transfers
Develop weekly ship update for assigned accounts
Provide information and analysis to support commercial activities - sales order updates, shipment forecast, etc
Provide analysis as needed to support Sales Channel and/or other department's requests and resolve related issues.
Provide shipping documents after shipment for EXW accounts
Provide post shipment support and assist in research as needed for shortages, overages and other claims.
Provide daily activity report(s) as needed by the business, leadership and/or account Profile
Experience working with Online Wholesale Accounts
Order Management experience, including detailed understanding of the order, fulfillment, and invoice process (preferably with key accounts and department stores)
Proficient in Microsoft Suite (Excel, Word) and email applications
Ability to adjust to competing and shifting priorities
Knowledge of SAP a plus
Multi lingual - English (required), any additional European languages are a plus
gets first-hand customer information and uses it for improvements in products and services; can shift gears comfortably; can comfortably handle risk and uncertainty.
will take on those who need help and further development; Building Effective Teams : Blends people into teams when needed;

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