Customer Service Representative

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio - a global house of brands powered by optimism, innovation, and inclusivity.

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio - a global house of brands powered by optimism, innovation, and inclusivity.

**Job Title: Wholesale Customer Service Representative**

**The successful individual will leverage their proficiency in Wholesale Customer Service to...**
- Work simultaneously with multiple systems, especially SAP and Microstrategy.
- Proactively manage prebook and re-order order entry, order confirmations, pick-ticket creation, shipments and invoicing.
- Coordinate weekly with our sales team around purchase orders confirmations, shipping windows and cancel dates
- Coordinate daily with our operations team and logistics team around inventory availability and shipment deadlines
- Execute pro-forma invoices and track payments for cash in advance accounts
- Coordinate daily with Accounts Receivable team to manage prepayment status and credit release of specific orders
- Communicate daily with our 3PL warehouse regarding customers shipments and guidelines that strictly need to be followed
- Process claims and returns in partnership with 3PL and Accounts Receivable
- Manage resolution of key account debit-notes related to various claims
- Investigate key account chargeback remittance as it relates to compliance guidelines and improve process to avoid them
- Create weekly shipment update reports for assigned accounts
- Provide information and analysis to support commercial activities - sales order updates, shipment forecast, etc.
- Demonstrate high energy and ownership towards supporting our customers
- Resolve issues in a timely manner as it relates to assigned accounts
- Proactively problem-solve account specific issues with relevant internal business partners
- Use their knowledge in wholesale operational excellence to drive process improvements
- Other duties as needed

**The accomplished individual will possess...**
- 3-5 years' experience ideally in the luxury industry with account management, purchase orders, sales teams and account buyers
- Order Management experience, including detailed understanding of the order fulfilment and invoice process
- Perfection when it relates to attention to detail
- Strong analytical and problem-solving skills
- Intermediate to advanced level of Excel (need to perform pivot-tables and v-look up daily)
- Excellent written and oral communications skills across all functions of the business
- Ability to read, speak and write English fluently
- Ability to make timely decisions
- Ability to adjust to competing and shifting priorities
- Always thinking of ways to improve our wholesale customers experience with a sense of urgency to deliver the WOW

**An outstanding professional will have...**
- SAP knowledge
- Fluency in any EU language other than English
- Experience working with Credit Control
- Experience working with logistics providers and warehouse operations

**Our Competencies for All Employees**
- **Drive for Results**: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
- **Customer Focus**: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- **Creativity**: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
- **Interpersonal Savvy**: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- **Learning on the Fly**: Learns quickly when facing new problems; a relentless and versatile learner; open to