Key Account Specialist

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At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands - Coach, Kate Spade New York, Stuart Weitzman - was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We're always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

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Job Title: Key Account Specialists , Wholesale Customer Service

Primary Purpose:

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