Customer Service Coordinator - FARFETCH

Location
IT Turati
Posted
26 Jan 2022
Closes
12 May 2022
Ref
7588eaab-7976-4ef6-974a-bdea4c828e99
Function
Technology
Hours
Full Time
New Guards Group is the home to 9 international luxury brands: Marcelo Burlon County of Milan, Off-White c/o Virgil Abloh, Palm Angels, Unravel Project, Heron Preston, Alanui, Kirin Peggy Gou, Opening Ceremony and Ambush. We work with the understanding that fashion and luxury can be different: community-based, quality-driven, collaborative, truly global and quick. Our brands and products stem from creative and managerial innovation and the philosophy of Made in Italy. We're redefining the way luxury is conceived, communicated and shared. Where others see limits, we see goals.

TURATI

Our new office in Via Turati is a strategic hub, and home to all of the NGG staff functions. Turati is where the behind the scenes driving force of NGG is brought to life; this is harmonized with the archive exhibits of brand collaborations found throughout the office

THE ROLE

The position reports to the Customer Service Manager You will be the first point of contact for our wholesale clients across Europe and Switzerland markets, and you will be responsible for tracking the lifecycle of accounts from order entry to final delivery. You will engage and manage relationships with external and internal stakeholders to ensure smooth orders management

WHAT YOU'LL DO

    • Manage and review orders from the time of receipt to the time of shipment being responsible for successfully and accurately completing all transactions which includes management of order status, monitoring shipment flow, sending proforma, request payments, invoicing, management of post-order client requests.
    • Process amendments such as order changes based on customer needs
    • Be responsible for compiling and generating reports as they relate to customers payments
    • Prepare documents required for the shipment of the orders and raise sundry documents for specific commercial agreements to ensure all the conditions and procedures are met to guarantee an efficient shipping process.
    • Provide information and other assistance to credit and accountant teams regarding customer's credit, collection, or payments' issues.
    • Manage process returns from clients sharing the requests with production team and handling customer claims
    • Compile collections not invoiced at the end of the month and any other ad hoc requests to support the department and the business as and when required.
    • Oversee the customer service team daily work and supervise, supports and develop the team to ensure we deliver a high level of customer service
    • Participate in meetings with internal and external stakeholders proactively managing issues and communication


WHO YOU ARE

    • 5+ years' of experience in customer service, preferably in a fashion luxury environment;
    • Able to confidently lead and organize a team
    • Excel skills with the ability to interpret data and produce reports
    • Fluent in English and Italian, written and spoken. German knowledge will be considered a plus


REWARDS & BENEFITS

    • Great compensation package (in consideration of your professional experience)
    • Lunch tickets
    • Discounts on all NGG brands and partners including FARFETCH and Browns
    • Be part of a young, dynamic and creative company with over 40 different nationalities
    • Brand new headquarters located in the centre of Milan


EQUAL OPPORTUNITIES STATEMENT

    • New Guards Group is committed to being an inclusive workplace where diversity in all its forms is celebrated. We make employment decisions without regard to race, religious creed, colour, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other classification protected by applicable federal, state or local laws or ordinances. If you require special accommodation, please let us know.


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