Customer Service Representative - Wholesale

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity.

Job Title: Wholesale Customer Service Representative

Primary Purpose: As a Coach Customer Service Representative, your number one job is to ensure our wholesale customers are Happy! Part of your goal is to help us become the easiest luxury retailer in the industry to work with. You will proactively manage your order book from order entry through to shipping. You will be the first point of contact for our sales team, operations and warehouse regarding customers shipments. You will serve as the contact for all account communication pertaining to shipments via phone and email. Each shipment you handle, you will aim to WOW our customers and will strive to find a customized solution when errors arise. You will work with a core team at our EU HQ in London, UK.

The successful individual will leverage their proficiency in Wholesale Customer Service to...

Work simultaneously with multiple systems, especially SAP and Microstrategy.
Proactively manage prebook and re-order order entry, order confirmations, pick-ticket creation, shipments and invoicing.
Coordinate weekly with our sales team around purchase orders confirmations, shipping windows and cancel dates
Coordinate daily with our operations team and logistics team around inventory availability and shipment deadlines
Execute pro-forma invoices and track payments for cash in advance accounts
Coordinate daily with Accounts Receivable team to manage prepayment status and credit release of specific orders
Communicate daily with our 3PL warehouse regarding customers shipments and guidelines that strictly need to be followed
Process claims and returns in partnership with 3PL and Accounts Receivable
Manage resolution of key account debit-notes related to various claims
Investigate key account chargeback remittance as it relates to compliance guidelines and improve process to avoid them
Create weekly shipment update reports for assigned accounts
Provide information and analysis to support commercial activities – sales order updates, shipment forecast, etc.
Demonstrate high energy and ownership towards supporting our customers
Resolve issues in a timely manner as it relates to assigned accounts
Proactively problem-solve account specific issues with relevant internal business partners
Use their knowledge in wholesale operational excellence to drive process improvements
Other duties as needed

The accomplished individual will possess...

3-5 years' experience ideally in the luxury industry with account management, purchase orders, sales teams and account buyers
Order Management experience, including detailed understanding of the order fulfilment and invoice process
Perfection when it relates to attention to detail
Strong analytical and problem-solving skills
Intermediate to advanced level of Excel (need to perform pivot-tables and v-look up daily)
Excellent written and oral communications skills across all functions of the business
Ability to read, speak and write English fluently
Ability to make timely decisions
Ability to adjust to competing and shifting priorities
Always thinking of ways to improve our wholesale customers experience with a sense of urgency to deliver the WOW

An outstanding professional will have...

SAP knowledge
Fluency in any EU language other than English
Experience working with Credit Control
Experience working with logistics providers and warehouse operations

Our Competencies for All Employees

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.
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.
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.
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.
Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
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.

Our 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.
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.
Managerial 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.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Coach at www.coach.com.

Our Competencies for All Employees

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.
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.
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.
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.
Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
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.

Our 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.
Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their 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.
Managerial 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.