(Temp) Wholesale Customer Service Representative

Explore the possibilities across our global house of brands.

Defined by inclusivity rather than exclusivity, Tapestry embraces the exploration of individuality and invests in helping you grow personally and professionally. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing and unique story.

At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach and Kate Spade New York. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible.

Primary Purpose: The Wholesale Customer Service Representative is responsible for supporting our customers to ensure we supply an excellent service. You will be the first point of contact for all account communication as well as for our sales team and warehouse regarding shipments and their vendor routing guidelines. With your experience in the luxury industry, you will bring the necessary knowledge in wholesale operational excellence and have great attention to detail.

The successful individual will leverage their proficiency in Wholesale Customer Service to:

• Work simultaneously with multiple systems, especially SAP and our customer portals when applicable
• Take responsibility for orders, shipments and invoicing of orders, as well as managing claims and returns in partnership with third party logistics (3PL)
• Manage resolution of debit-notes related to various claims
• Investigate chargeback remittance as it relates to compliance guidelines and improve process to avoid them
• Communicate daily with our 3PL warehouse regarding shipments and guidelines that strictly need to be followed
• Coordinate daily with our sales team and logistics team around inventory, purchase orders, shipping windows and cancel dates
• Proactively problem-solve account specific issues with relevant internal business partners

Order Management Activities

• Proactive and regular systematic reporting to clients and sales on status
• Ensure clients have all information they require to maintain our products on their system
• Ensure we receive and align client purchase orders with our orderbook to enable effective shipping and reduce claims resulting from errors
• Proactive and early management of any issues regarding shipping
• Avoid and resolve any deduction or chargeback claims that will affect payment or shipping
• Understand any risks and opportunities that could affect our monthly and quarterly shipment forecasts
• 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.
• Communicate order status to Sales Channel and/or Account.
• Execute order changes based upon business need.
• 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.

Reporting / Analysis Activities

• 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 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

The accomplished individual will possess:

• 2-3 years' experience ideally in the luxury industry with account management, purchase orders, sales teams and account buyers
• Strong attention to detail, analytical and problem-solving skills
• Intermediate to advanced level of Excel required (need to perform pivot table and v-look up execution on a daily basis)
• Excellent written and oral communications skills across all functions of the business
• The ability to make timely decisions and adjust to competing and shifting priorities
• Multilingual - Fluent in English and additional European languages are a plus (French, German)
• Knowledge of vendor portals and routing guidelines is a bonus
• Experience working with logistics providers and warehouse operations is a bonus
• SAP knowledge is a bonus

Please be advised that we are unable to provide visa sponsorship for this position. As such, you will only be considered if you already possess the right to work in the UK.

What Tapestry can offer you:

• Hybrid working (Tuesday - Thursday working from the office, Monday and Friday working remotely)

• Option to finish early on a Friday (Flex Fridays)

• 1 paid volunteering day per year and opportunities to volunteer with global projects

• Learning & development opportunities

• Internal mobility & career progression

• Regular social events - seasonal & cultural

• Equity Inclusion & Diversity initiatives which include employee resource groups & regional inclusion council

 
Other benefits include:

• 25 days holiday in addition to bank holidays

• Multi brand discount up to 50% off – Coach and Kate Spade

• Private healthcare with health assessment (Bupa)

• Bupa rewards - Financial wellbeing support and wellness discounts

• Private dental cover

• Free 24/7 support for family building, fertility and menopause with Maven

• Eyecare vouchers

• Employee assistance programme

• Enhanced employer pension contribution

• Gym discount

• Interest free season ticket loan

• Cycle to work scheme

At Tapestry, we are committed to building a diverse & inclusive workforce. We know that having a wide range of perspectives and experiences makes us more innovative and brings us closer to our consumers. If you are interested in this role but do not believe you meet all the set criteria, that’s ok. We are happy to work with individuals who have the drive, passion, agility and willingness to learn. So, take a chance and apply; you may just be who we are looking for. We would be delighted to hear from you.  
Our Competencies for All Employees
Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
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.
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.
Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
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.
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 change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
 
Our Competencies for All People Managers
Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.    

Tapestry is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.
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