Account Service Representative

Job Summary:

We are seeking a highly skilled and experienced professional to join our team as a Customer Service Specialist. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our wholesale customers, ensuring timely and accurate order fulfillment, and resolving any issues that may arise.

Key Responsibilities:

• 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, being 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/logistical issues to address customers' needs.
• 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.
• Independently analyze to ensure order integrity in product assortment, pricing, allocations, and scheduled ship dates, resolving any issues in partnership with Sales and the wholesale customer, including negotiating extensions, pricing, Balance To Book, and returns.
• Ensure orders are prepared in accordance with projected fill rate and delivery/shipping calendar, and ship on time, working closely with shipping partners to resolve cancel date issues and routing response timeliness, and help minimize and prevent seepage that will negatively impact the Sales Margin Inventory for the current period/quarter.
• Provide post-shipment support, including shipping documents, Order Status Reports (OSR), Proof Of Delivery (PODs), Return Authorization (RAs), and researching/validating/negotiating shortages, overages, and other chargeback claims that impact wholesale customer and company profitability.
• Be a strong partner and Subject Matter Expert (SME) by monitoring picks for high-visibility projects, product lines, or special events, partnering with Wholesale Operations, and proactively communicating 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 assessing 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, minimizing chargeback and loss to the business by researching and troubleshooting chargebacks on a timely basis.
• Develop and update Standard Operating Procedures, assess current business processes to identify areas of improvement, coordinate and lead in continuous improvement projects that help streamline processes and gain efficiencies in meeting Tapestry Service Level Agreements.
• Provide analysis on a weekly basis to enable business to have visibility of achieved shipped dollars versus potential risks, provide recommendations to the business and wholesale customer to ensure a win-win outcome.
• Perform administrative and order management tasks to support the regional businesses where necessary.

Requirements:

• Order Management experience in a rapidly changing deadline-driven Sales, Order Fulfillment, or Customer Service environment.
• Experience in wholesale or retail industry of 1-3 years.
• Intermediate level or above in MS Office, specifically Excel.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills with the ability to establish and maintain cross-functional multi-level relationships.
• Ability to work on an individual level, as well as a team environment, develop and cultivate collaborative relationships with internal and external customers.
• Ability to recommend, initiate, and influence a sound decision across levels.
• Ability to self-manage and balance workload to adjust to competing and shifting priorities and get the job done by using critical and quick thinking.
• Proactively identify problems before issues occur, ability to provide correct course of action and/or creative solutions and understand the impact of those actions/solutions on the order fulfillment cycle.
• Demonstrate ability to utilize multiple internal systems to extract, analyze, and act upon business-critical data; able to recognize opportunities to improve and streamline department processes and procedures.
• Self-motivation with a strong sense of personal accountability and ownership.
• Experience working with credit control preferred (regional).
• Logistical & Supply Chain experience preferred (regional).

Preferred Qualifications:

• Strong foundation of Order Management experience in a rapidly changing deadline-driven Sales, Order Fulfillment, or Customer Service environment.
• Seasoned experience in wholesale or retail industry of 1-3 years.
• Intermediate or Advanced level MS Office.
• Working Knowledge of SAP S4 HANA & MicroStrategy/Business Intelligence.
• Elevated attention to detail and initiative.
• AA or Bachelor's degree preferred (Region-based and experience could be substituted).
• Fluent in written and oral English.

Competencies:

• 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.

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 his/her 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.