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B2B Customer Services and Aftersales Manager
Role Purpose:
The first point of contact in the supply chain for our wholesale customers and internal stakeholders. The Wholesale Account Specialist is responsible to follow the life cycle of orders from order confirmation to delivery as well as after sales queries.
Nature and Scope of Position:
Responsible for managing wholesale accounts across several countries in the EMEIA region.
Prepare and edit order confirmations and send to customers. Raise orders for replenishment while dealing with internal stakeholders for stock sourcing and allocation. Participate in creating customer relationship plans, attend customer meetings and manage communication via emails, Teams and phone calls. Process cancellations, credits, debits, returns of faulty and non-faulty goods, shortages and over shipments. Provide daily activity reports as needed by the business, leadership or account. Manage daily queries and communication with leadership and account ensuring fastest availability to answer ever changing business needs. Monitor order to shipment flow to ensure timely shipping and coordinate with DC. Work closely with logistics and customs team and manage customer delivery booking in partnership with carriers or freight forwarder.
Prepare shipments according to customers’ requirements, export procedures and provide instructions to DC.
Arrange and coordinate returns as required. Work closely with the accounts receivable team to reconcile invoices/investigate discrepancies/raise proforma invoices / follow up accounts credit release. Participate in communication of shortages, and production re-timings etc to the customers. Support supervisor with daily task and monitoring team orderbook. Actively participate in team training and provide team with support along with supervisor.
Key Accountabilities:
* Supporting the Commercial teams and wholesale customers with order amendments in the OET (Order Entry Tool) and SAP
* Facilitate order confirmations and updates regarding orders
* Facilitate customer order reports on SAP and updating those in Excel ready to be sent out to customers
* Dealing with commercial returns and any associated credit notes on SAP
* Creating composition files for customers using SAP and PLM (Product Lifecycle Management system)
* Provide excellent internal and external customer service
* Ensure escalation of issues where necessary
* Communicate effectively with all departments and external customers and partners around the world.
Experience Required
* Experience within a demanding and challenging administration department preferably on an international level and advantageous if within the luxury sector.
* An understanding of Logistics and Supply Chain
* B2B Wholesale Customer Service experience – preferably from seasonal fashion industry
* Ability to interface comfortably and effectively with employees at all levels within Jimmy Choo.
* Accuracy and attention to detail is paramount
* Ability to juggle and prioritise tasks, and meet deadlines under pressure
* The ability to work independently and take initiative
* Excellent organisational skills which ensure follow-through of tasks to completion
* Excellent communication skills and a positive attitude and ability to work in team
Particular skills & technical knowledge required
* SAP experience is preferable
* Highly Proficient user of MS Office Excel
* Proficient user of MS Office Outlook (or another email system)
* Ensure delivery of results within tight deadlines
* Excellent communication and interpersonal skills
* Ability to work in a fast paced environment, being flexible in approach to meet requirements
* Ability to learn new systems
Characteristics required
* Innovative, proactive and service driven. Obsessed with delighting customers and consumers with a “can do” approach
* Excellent organisational skills with the ability to multi-task and prioritise effectively
* A sense of urgency and an ability to deal swiftly with changing business and customer needs
* Team player with the ability to work on own initiative when required
* Transparent, consistent and committed
* Confident and assertive with the capability and will to develop self
* Pleasant and accommodating disposition
* Well presented with the ability to communicate confidently in English
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Administrative, Customer Service, and Distribution
* Industries
Retail Luxury Goods and Jewelry, Retail, and Retail Apparel and Fashion
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