Wholesale Customer Service Representative (FTC)

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.

Primary Purpose: The Wholesale Customer Service Representative is responsible for supporting the order book process, from order entry to shipment for wholesale accounts in Europe. Reporting to the Senior Manager, Wholesale Customer Service, the Wholesale Customer Service Representative manages the order flow and ensures orders are shipped on time, and issues are resolved proactively and efficiently.

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

• Review and maintain orders through the order management system, ensuring accuracy in product assortment and scheduled shipment dates from receipt through to shipment
• Support market activities, including order uploads, order confirmations and resolving discrepancies
• Align purchase orders with the orderbook to enable efficient shipping and reduce error-related claims
• Monitor order to shipment flow to ensure timely shipping and execute order changes based upon business needs
• Coordinate daily with Wholesale Sales and Logistics teams on inventory, purchase orders, shipping windows and cancellation dates
• Communicate daily with the 3PL Warehouse regarding shipments and guidelines to follow
• Identify risks and opportunities affecting monthly and quarterly shipment forecasts
• Provide information and analysis to support commercial activities including sales order updates and shipment forecast
• Provide regular updates and status reports to the accounts and Wholesale Sales team. Ensure the accounts have the required information to maintain our products in their systems
• Provide daily activity reports as needed by the business, leadership and accounts
• Provide post-shipment support and assist in research as needed for shortages, overages and other claims
• Support returns and claims by issuing return authorizations, scheduling third-party pickups and instructions to the accounts
• Manage resolution of debit-notes related to various claims
• Investigate chargeback remittance as it relates to compliance guidelines and improve processes to prevent them

The accomplished individual will possess:

• 2–3 years’ experience in a Wholesale Customer Service role within a fashion/retail environment
• Strong attention to detail, with analytical and problem-solving skills
• Intermediate to advanced Excel skills
• Excellent written and verbal communication skills
• Ability to make timely decisions and adapt to competing and changing priorities
• Fluent in English, with additional European languages, particularly French and/or German
• Knowledge of vendor portals and routing guidelines
• Experience working with logistics providers and warehouse operations
• Knowledge of SAP

Please be advised that we are unable to provide visa sponsorship for this position. As such, you will only be considered if you already possess the right to work in the UK.

What Tapestry can offer you:

• Hybrid working (Tuesday - Thursday working from the office, Monday and Friday working remotely)

• Option to finish early on a Friday (Flex Fridays)

• 1 paid volunteering day per year and opportunities to volunteer with global projects

• Learning & development opportunities

• Internal mobility & career progression

• Regular social events - seasonal & cultural

• Equity Inclusion & Diversity initiatives which include employee resource groups & regional inclusion council

 
Other benefits include:

• 25 days holiday in addition to bank holidays

• Multi brand discount up to 50% off – Coach and Kate Spade

• Private healthcare with health assessment (Bupa)

• Bupa rewards - Financial wellbeing support and wellness discounts

• Private dental cover

• Free 24/7 support for family building, fertility and menopause with Maven

• Eyecare vouchers

• Employee assistance programme

• Enhanced employer pension contribution

• Gym discount

• Interest free season ticket loan

• Cycle to work scheme

At Tapestry, we are committed to building a diverse & inclusive workforce. We know that having a wide range of perspectives and experiences makes us more innovative and brings us closer to our consumers. If you are interested in this role but do not believe you meet all the set criteria, that’s ok. We are happy to work with individuals who have the drive, passion, agility and willingness to learn. So, take a chance and apply; you may just be who we are looking for. We would be delighted to hear from you.  
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 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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