Customer Service Associate

New York, New York, United States
08 Nov 2022
01 Dec 2022
Full Time
Why Join Us
The Ermenegildo Zegna Group is one of Italy's most famous family driven enterprises and a world leader in luxury menswear. Founded in 1910, Zegna is deeply grounded in history and craftsmanship, yet always at the forefront of contemporary innovation and style. We are pioneers who embrace change, take ownership of our actions and work to create the world we want. With over 500 points of sale and 7,000 employees worldwide, we're as proud of our people as our products and look for others that share our passion and commitment to excellence and authenticity.

As a Customer Service Associate for Zegna, you will oversee the operational support to the retail and wholesale business of the Company.
The ideal candidate will help ensure the seamless flow of orders (from order entry to invoicing). This role will collaborate, on an on-going basis, with the Wholesale team to develop strong working relationships with Buyers and their respective staff.

Reporting directly to the Director of Customer Service, this role will serve as liaison amongst communication with customers, internal and external Buying offices, Wholesale, Finance, Accounts Receivable and TPL Distribution Center.

  • Entering customer orders, processing all seasonal order changes (prices, delivery dates, store distributions, cancellations).
  • Compile and communicate all necessary information needed to upload EDI orders with Wholesale accounts, regarding seasonal buys, pricing, delivery, and resolution of discrepancies.
  • Guarantee the timely receipt and processing of seasonal purchase orders (EDI and non-EDI) and store distributions.
  • Handle inquiries from Associates and Buyers on availability of stock items.
  • Guarantee same-day entry of stock special orders.
  • Check of production order status: liaising with HQ to monitor product delivery and proactively inform sales team of late merchandise.
  • Proactively notify customers of cancellations and past cancel goods.
  • Update shipping reports according to templates defined by the manager. Monitor shipping status.
  • Ensure deliveries are met within the designated shipping window
  • Manage order release according to delivery windows
  • Facilitate transfers between Wholesale and Retail channels
  • Assisting the Account Executives to prepare samples for ad looks and monitoring/coordinating the delivery from Headquarters.
  • Communicate and coordinate with internal departments to meet customer expectations
  • Manage, investigate, and dispute chargeback claims
  • Adhere to precision, quality, and timing standards to ensure the best quality service
  • Special assignments coordinated by management
  • Assist team members when need be
  • Bachelor's Degree required
  • Preferably 1-2 years related experience
  • Must possess excellent communication, customer service, organizational and follow through skills.
  • Enthusiastic self-starter with strong interpersonal skills and ability to multi-task
  • Strong computer skills with proficiency in Microsoft Excel and Word, experience with AS400 a plus

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