Customer Service Manager

The Customer Service Manager works within the Wholesale Division, for both Home and Ready To Wear products. This role is responsible for conducting the activities of order fulfillment ( i.e. processing orders, creating packing lists, pick tickets, return authorizations and receiving reports). The position is strongly reliant on software, in particular Stealth for the creation of the documents, Web Order for order entry, and the use of EDI technology. Advanced Excel skills are necessary for analysis and organization of the large date sets this position is in care of. The role is closely interconnected to Sales and Accounting. Inventory monitoring and reconciliation is also part of the responsibilities for this position.

Responsibilities:

Customer Service and Logistics

• Work within EDI and Web Orders to enter orders;
• Work with sales team and buyers to prepare EDI product database for each new collection;
• Monitor start ship or cancel date, ensuring they are met, while working closely with the Sales Team to ensure shipping windows are aligned with the account goals;
• Review customer routing guidelines in order to correctly set-up shipping practices and provide instruction to all parties involved;
• Create packing lists and pick tickets in Stealth once the goods are ready to ship;
• Coordinate with the warehouse to arrange picking and shipments;
• Process EDI transmissions and keep track of the same;
• Work closely with Account receivables to provide clients with all necessary information about delivery of any given invoice;
• Collect tracking numbers and proof of delivery for each shipment;
• Maintain complete and accurate records of each shipment;
• Transmit tracking numbers to customers, address and resolve issues with deliveries if any;
• Provide customer support with updates on the status of the delivery, address complaints about past deliveries;
• Work with sales teams on swaps;
• Create Return authorizations in Stealth and send to client;
• Coordinate with the warehouse to ensure proper receipt of returned goods;
• Issue receipt report and send to AR for credit memo processing;
• Conduct yearly physical inventory in collaboration with warehouse staff and adjust discrepancies;
• Review and approve monthly invoice produced by the warehouse;
• Review and approve courier invoices (UPS and Fedex);
• Coordinate with store managers to handle seasonal returns of aged merchandise.

Ensure:

• Consistency and adherence of Logistics to the terms defined by the company policy and to the requirements of the client;
• Proper maintenance of the customer database;
• Timely and prompt resolution of customer complaints and monitor the status of open claims;
• Handle returns from customers;
• Coordinating all warehouse activities;
• Address and resolve shipping disputes with clients;
• Verify accuracy of data entered. Responsible to deliver reports free of mistakes;
• Run allocation reports and send allocations to Non department stores and request approval to proceed with shipping;
• Manage all order related inquiries which arise after OCs are sent including: QC issues, overages/ underages, product availability on order/ ETDs, discrepancies in EDI data, and tracking information.

Requirements:

• Previous experience in a similar role 5+ years;
• Knowledge and understanding of EDI processes and GSX catalog;
• Advanced computer skills;
• Excellent communication skills;
• Ability to work with deadline and prioritize task;
• Ability to work independently and be fully accountable for tasks assigned;
• Flexible mindset, positive attitude and problem-solving abilities.