Account Specialist
Company: Tapestry, Inc.
Location: North Bergen
Posted on: May 12, 2022
Job Description:
We believe that difference sparks brilliance, so we welcome
people and ideas from everywhere to join us in stretching what's
possible.
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.
Primary Purpose: Independently manage order book flow from order
entry to shipment fulfillment to achieve business's financial
targets. Monitor and ensure product ships on time to our wholesale
clients; proactively manage issues and communication to internal
and external partners. Flawlessly executes all tasks to ensure
profitability, productivity, and efficiency for the wholesale
revenue cycle. Maintains SOX Compliance controls as it relates to
auditing, approval, and revenue protection.
The Wholesale Customer Service Specialist is a liaison for the
customer, Sales and Operations, Distribution, Finance, Production,
and internal SOX Compliance team.
The successful individual will leverage their proficiencies in
Wholesale Customer Service to...
Customer Service Activities:
- Provide accurate and timely customer service to internal and
external customer contacts, through ownership of assigned accounts
and demonstrated proficiency of the business model and interworking
of the end to end supply chain.
- Act as a customer advocate between warehouse and the account.
Be the point of contact for our wholesale customers - either
resolving issues independently or through working with business
functions to ensure clear understanding of the 'ask'.
- Proactively and clearly communicate issues pertaining to their
account - both to the customer and to the relevant internal
business partners.
- Partner with Account Executives / leadership to discuss and
address business issues/risk to financial, as well as resolve
specific service/allocation/logistical issues to address customers'
needs.
Order Management/Reporting/Analysis Activities:
- Review and maintain orders through the order management system
(SAP) from the time of receipt to the time of shipment which
includes post market activities, ownership of order status,
executing order book changes based on business/customer needs and
monitoring shipment flow to mitigate any risk to revenue for the
month/quarter. Ensure data integrity accuracy through post analysis
by comparing source data against reporting.
- Independently analyze to ensure order integrity in product
assortment, pricing, allocations and scheduled ship dates. Resolve
any issues in partnership with Sales and the wholesale customer,
including negotiating extensions, pricing, Balance To Book and
returns.
- Ensure orders are prepared in accordance to projected fill rate
and delivery/shipping calendar; and ship on time. Work closely with
shipping partners to resolve cancel date issues and routing
response timeliness. Help minimize and prevent seepage that will
negatively impact the Sales Margin Inventory for the current
period/quarter.
- Provide post shipment support including: shipping documents,
Order Status Reports (OSR), Proof Of Delivery (PODs), Return
Authorization (RAs), and researching/validating/negotiating
shortages, overages and other chargeback claims which impact
wholesale customer and company profitability
- Be a strong partner and Subject Matter Expert (SME) by
monitoring picks for high visibility projects, product lines or
special events by partnering with Wholesale Operations. Proactively
communicate order status information to wholesale customers and
others as appropriate
- Uphold and adhere to Sarbanes-Oxley (SOX) controls as it
relates to the company's narrative on revenue protection,
approvals, auditing, and claims processing.
- Partner with Sales & Wholesale Operations to protect revenue by
proactively reporting monthly risk/liabilities and engaging in
decision making planning, including accessing if shipments need to
be pulled forward to meet customers and business needs.
- Review wholesale customer's compliance guides to ensure
alignment with customer requirements. Act as a project manager and
partner with other departments to identify and resolve any
deviations to customer facing activities/processes. Minimize
chargeback and loss to the business by researching and
troubleshooting chargebacks on a timely basis.
- Develop & update Standard Operating Procedures; assess current
business processes to identify areas of improvement.
- Coordinate and lead in continuous improvement projects that
help streamline processes and gain efficiencies in meeting Tapestry
Service Level Agreements
- Provide analysis on a weekly basis to enable business to have
visibility of achieved shipped dollars versus potential risks.
Provide recommendation to the business and wholesale customer to
ensure a win-win outcome.
- Administrative and order management tasks to support the
regional businesses where necessary.
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 work load 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
- Strong foundation of Order Management experience in a rapidly
changing deadline driven Sales, Order Fulfillment, or Customer
Service environment
- Seasoned experience in wholesale or retail industry of
3-5yrs
- Intermediate or Advanced level MS Office
- Elevated attention to detail and initiative
- Working Knowledge of SAP S4 HANA & Microstrategy / Business
Intelligence preferred
- AA or Bachelor's degree preferred
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 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.
Tapestry, Inc. 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 Tapestry, Inc. at
Req ID: 97734
Keywords: Tapestry, Inc., North Bergen , Account Specialist, Other , North Bergen, New Jersey
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