Customer Service Representative
Stuart Weitzman shoes are designed for high fashion and high function.
Known for over 35 years for it's artisanal Spanish craftsmanship and precisely-engineered fit, the luxury footwear brand inspires women around the world to shine with confidence with every step.
Stuart Weitzman is part of the Tapestry portfolio - a global house of brands committed to stretching what's possible.
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.
**Primary Purpose**:Independently manage order book flow from order entry to shipment fulfillment to achieve business's financial targets.
Monitor and ensure product ships on time to our wholesale clients; proactively manage issues and communication to internal and external partners.
Flawlessly executes all tasks to ensure profitability, productivity, and efficiency for the wholesale revenue cycle.
Maintains SOX Compliance controls as it relates to auditing, approval, and revenue protection.
The **Wholesale Customer Service Representative / Specialist** is a liaison for the customer, Sales and Operations, Distribution, Finance, Production, and internal SOX Compliance team.
**The successful individual will leverage their proficiencies in Wholesale Customer Service to. . .
**_Customer Service Activities:_
- Provide accurate and timely customer service to internal and external customer contacts, through ownership of assigned accounts and demonstrated proficiency of the business model and interworking of the end to end supply chain.
- Act as a customer advocate between warehouse and the account.
Be the point of contact for our wholesale customers - either resolving issues independently or through working with business functions to ensure clear understanding of the 'ask'.
- Proactively and clearly communicate issues pertaining to their account - both to the customer and to the relevant internal business partners.
- Partner with Account Executives / leadership to discuss and address business issues/risk to financial, as well as resolve specific service/allocation/logístical issues to address customers' needs.
**_Order Management/Reporting/Analysis Activities:_
- Review and maintain orders through the order management system (SAP) from the time of receipt to the time of shipment which includes post market activities, ownership of order status, executing order book changes based on business/customer needs and monitoring shipment flow to mitigate any risk to revenue for the month/quarter.
Ensure data integrity accuracy through post analysis by comparing source data against reporting.
- Independently analyze to ensure order integrity in product assortment, pricing, allocations and scheduled ship dates.
Resolve any issues in partnership with Sales and the wholesale customer, including negotiating extensions, pricing, **B**alance **T**o **B**ook and returns.
- Ensure orders are prepared in accordance to projected fill rate and delivery/shipping calendar; and ship on time.
Work closely with shipping partners to resolve cancel date issues and routing response timeliness.
Help minimize and prevent seepage that will negatively impact the **S**ales **M**argin **I**nventory for the current period/quarter.
- Provide post shipment support including: shipping documents, **O**rder **S**tatus **R**eports (OSR), **P**roof **O**f **D**elivery (PODs), **R**eturn **A**uthorization (RAs), and researching/validating/negotiating shortages, overages and other chargeback claims which impact wholesale customer and company profitability
- Be a strong partner and **S**ubject **M**atter **E**xpert (SME) by monitoring picks for high visibility projects, product lines or special events by partnering with Wholesale Operations.
Proactively communicate order status information to wholesale customers and others as appropriate
- Uphold and adhere to Sarbanes-Oxley (SOX) controls as it relates to the company's narrative on revenue protection, approvals, auditing, and claims processing.
- Partner with Sales & Wholesale Operations to protect revenue by proactively reporting monthly risk/liabilities and engaging in decision making planning, including accessing if shipments need to be pulled forward to meet customers and business needs.
- Review wholesale customer's compliance guides to ensure alignment with customer requirements.
Act as a project manager and partner with other departments to identify and resolve any deviations to customer facing activities/processes.
Minimize chargeback and loss to the business by researching and troubleshooting chargebacks on a timely basis.
- Develop & update **S**tandard **O**perating **P**rocedures; assess current business processes to identify areas of improvement.
- Coordinate and lead in continuous improvement projects that help streamline processes
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