Analyst, Account Service

Explore the possibilities across our global house of brands.

Defined by inclusivity rather than exclusivity, Tapestry embraces the exploration of individuality and invests in helping you grow personally and professionally. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing and unique story.

At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach and Kate Spade New York. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible.

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

Customer Service Activities:

• Deliver accurate, timely service to internal and external customers by owning assigned accounts and understanding the end-to-end supply chain.
• Serve as the main point of contact and advocate for wholesale customers—resolving issues directly or by collaborating with internal teams to clarify and meet their needs.
• Proactively communicate account-related issues to both customers and internal partners.
• Work with Account Executives and leadership to address financial risks and resolve service, allocation, or logistics challenges.

Order Management/Reporting/Analysis Activities:

• Manage customer orders in SAP from receipt through shipment. This includes updating order status, making changes based on business or customer needs, tracking shipments, and checking data accuracy after the fact to protect monthly/quarterly revenue.
• Check that orders are correct—right products, prices, quantities, and ship dates—and fix any issues with help from Sales and the customer (e.g., adjusting delivery dates, pricing, returns, or remaining order balances).
• Make sure orders are ready based on expected availability and shipping schedules so they ship on time. Work with shipping teams to solve problems like missed cancel dates or slow routing updates and help avoid losses that hurt sales margins.
• Handle post-shipment tasks: provide shipping documents, order status reports, proof of delivery, return authorizations, and resolve disputes over shortages, overages, or chargebacks that affect profitability.
• Act as a go-to expert for important orders, launches, or events. Partner with Wholesale Operations and keep customers informed about their order status.
• Follow Sarbanes-Oxley (SOX) rules for revenue protection, approvals, audits, and handling claims.
• Work closely with Sales and Wholesale Operations to spot and report risks early—like whether shipments need to move up—to protect revenue and meet business goals.
• Review customer requirements and make sure we follow them. Lead cross-team efforts to fix any issues in customer-facing processes and quickly resolve chargebacks to reduce financial loss.
• Create and update standard work instructions and look for ways to improve how things are done.
• Lead projects to make processes smoother and more efficient, helping us meet service level agreements.
• Weekly share reports showing shipped sales versus potential risks and suggest actions that benefit both the business and the customer.
• Handle general administrative and order support tasks as needed for regional teams.

The outstanding professional will possess…

• Order Management experience in a rapidly changing deadline driven Sales, Order fulfillment, or Customer Service environment
• Experience in wholesale or retail industry of 1-3yrs
• Intermediate level or above in MS office, specifically Excel
• Strong analytical and problem-solving skills
•   Excellent verbal and written communication skills with the ability to establish and maintain cross-functional multi-level relationships
• Ability to work on an individual level, as well as a team environment; develop and cultivate collaborative relationships with internal and external customers.
• Ability to recommend, initiate, and influence a sound decision across levels.
• Ability to self-manage and balance workload to adjust to competing and shifting priorities and get the job done by using critical and quick thinking.
• Proactively identify problems before issues occur, ability to provide correct course of action and/or creative solutions and understand the impact of those actions/solutions on the order fulfillment cycle
• Demonstrate ability to utilize multiple internal systems to extract, analyze and act upon business-critical data; able to recognize opportunities to improve and streamline department process and procedures
• Self-motivation with a strong sense of personal accountability and ownership
• Experience working with credit control preferred (regional)
• Logistical & Supply Chain preferred (regional)

Our Competencies for All Employees
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.
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.
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.
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.
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.
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.
 
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.
Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
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.    

Tapestry 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 the 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.
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