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Job Title: Key Account Specialists , Wholesale Customer Service
Manage Order book from order entry through to Shipping for our Key Accounts. Maintain effective relationship with client's buyers and operational contact. Ensure we ship on time to our clients; or manage any issues proactively. Manage order flow and service requests in order to meet business unit's objectives. Effectively communicate with internal and external Business partners.
The successful individual will leverage their proficiency in Wholesale Customer Service to carry out the tasks below:
Customer Service Activities
Provide best in class service to all our customer contacts - through ownership of assigned accounts and demonstrated proficiency of the business.
Act as a point of contact for our customers for any issue - either resolving yourself or through working with other business functions.
Proactively communicate issues pertaining to his/her account - both to the customer and to the relevant internal business partners
Order Management Activities
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.
Ensuring we receive confirmed purchase orders from our clients
Ensure orders are prepared in advance for shipping; and ship on time.
Execute pro forma invoices, customs invoices and track payments for cash in advance accounts
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.
Ad hoc Inventory transfers
Reporting / Analysis Activities
Develop weekly ship update for assigned accounts
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 shipping documents after shipment for EXW accounts
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
An outstanding professional will have...
Order Management experience, including detailed understanding of the order, fulfillment, and invoice process (preferably with key accounts and department stores)
Proficient in Microsoft Suite (Excel, Word) and email applications
Strong analytical and problem-solving skills
Excellent verbal and written communication skills required.
Ability to work on an individual level as well as a team environment.
Ability to make timely and effective decisions
Ability to adjust to competing and shifting priorities
Knowledge of SAP a plus
Multi lingual - English (required), any additional European languages are a plus