Wholesale Customer Service Manager
Support the Head of Customer Service by ensuring the Customer Service Team are adhering to procedures and meeting deadlines.
*Support the Head of Customer Service on ensuring the team are meeting Weekly, Monthly and Seasonal Deadliness as well as adhering to procedures.
*Assist the Head of Customer Service on weekly, monthly reports.
*Train new and existing members of the Customer Service Team.
2. Customer and Order Management
*Maintenance of Customers' Master data.
*Monitor the Order book in order to meet company targets and objectives as well as customers' expectations.
*Ensure all Forward orders placed by the Sales Team have been transmitted correctly by checking the pricelist, currency and minimum order quantities by delivery date.
*Keep a log of all the signed copies of orders.
*Add and check Customers' purchase orders when necessary.
*Keep a log of all the agreements in place with customers during the Season: Sell through guarantee, markdown agreements, SOR agreements, Salary contributions, Marketing contributions.
*Liaise with the Warehouse and directly with the carriers: DHL, to ensure that the correct Packing, Labelling and Delivery Criteria is followed for all Customers.
*Work closely with the warehouse in order to monitor the picking, packing and shipping process for all Customers.
*Organise and monitor all the Bookings for the Customers that require it.
*Compile and Transmit Delivery Up-dates where relevant.
*Deal with all the Customer Discrepancies' on deliveries: Shortages/ Overages.
4. Faulty Goods and Quality Problems
*Deal with all the Faulty Good queries raised by Customers.
*Liaise with the Sales Team in order to identify any manufacturing problems raised by Customers.
5. Stock Orders
*Place all the stock/ markdown orders on behalf of the Sales Team.
*Add and check the Customers' purchase orders when necessary.
*Update and Maintenance of the B2B (intranet reordering system) data.
6. Credit Control Support
*Work closely with the Credit Control department in order to look into all the Debit Notes and Disputes raised by customers.
*Work closely with Credit Control in order to update them with any outstanding credits, delivery issues that could have an impact on payments.
*Support Credit Control alongside the Sales Team with Payment Plan and Prepay customers.
7. General Duties
*Ensure Deadlines are met and General Administration is completed as required by Customer Service Manager and Brand.
*Ensure the filing system is organised and up to date, making it easily accessible for reference by other Departments at Brand.
*Organise Weekly Meetings with the Sales Team in order to go through the delivery and financial situation of the Customers.
*Ensure meetings are organised with Customers when necessary.
*Liaise with the Order fulfillment teams, Credit Control and Warehouse on a daily basis in order to service the customer in the best possible way.
Desired Skills and Experience
Effective Communication: Communicates in an open, honest and constructive way, respecting individual differences. Listens well and is able to present ideas logically.
Teamwork: Contributes to an inclusive culture of diverse styles and talents working towards a clear purpose. The employee is approachable, trustworthy and actively participating in the team by sharing knowledge.
Managing Change: Able to work effectively in changing business environment. Maintains adaptability and a positive point of view in the face of change.
Driving Results: Takes personal responsibility and ownership for results, delivering within functional framework and against financial targets, whilst supporting the company's strategy.
People Management: (if applicable) Recognises, coaches and develops talent. Positively influential through powerful messaging, passion & inspirational presence. Sound budget management and leading by example.
Experience of Manual and Computerised Filing Systems.
Experience in Microsoft applications specially Word, Outlook and Excel to minimum Intermediate- High level.
Computer Literate and Receptive to Working with Systems.
Good Telephone Manner.
Self- Motivated with Strong Organisational Skills.
Proactive approach to Problem Solving.
Excellent Customer Service Skills.
Ability to Work as Part of a Team.
Strong interpersonal skills and an ability to develop and maintain professional relationships and understand the Customers' needs.
This list is not exhaustive and from time to time your Manager may choose to vary your role to meet the needs of the business.
EDUCATION, PROFESSIONAL QUALIFICATIONS AND EXPERIENCE
Experience of working within wholesale customer services for a premium fashion retailer at a management level