Position Overview

The Wholesale Customer Service Analyst oversees the global operational support to the Wholesale business of rag and bone.  The candidate will ensure flow of information starting with order entry to invoicing.  The Customer Service Team oversees priorities, order management, invoicing, return authorizations, as well as, meeting financial forecasts.  This individual will serve as a liaison amongst communications with Logistics, Sales, external Buying offices, Finance and Third-Party Logistics Distribution Center directly reporting to the Director of Customer Service, Wholesale.

Key Responsibilities

• Monitor and compile all necessary information outlining the lifespan of an order from initial order upload to invoicing for rag and bone Wholesale Sales teams and Retail partners
• Partner with the Wholesale Sales teams to optimize the flow of the Wholesale business strategy by region
• Liaise between Wholesale Sales teams and Logistics to monitor supply dates identifying any delays or risk in order fulfillment
• Compile and communicate all necessary information needed to upload EDI orders with Wholesale Retail partners, regarding seasonal buys, pricing, delivery, and resolution of discrepancies
• Maintain strong partnerships with major and specialty retailers globally
• Validate EDI transmissions vs. booked orders
• Analyze potential shortfall and shift in fulfillment from our various 3PL’s
• Update shipping reports according to templates defined by Sales team
• Ensure deliveries are met within the designated shipping window provided by Sales team
• Manage order release according to delivery windows, thresholds, and prioritization levels
• Support Third Party Logistics Distribution Centers and monitor service level agreements for Wholesale shipments
• Manage Wholesale Return Authorizations
• Maintain Wholesale customer master in conjunction with Accounts Receivable and Vendor Guidelines
• Communicate and coordinate with internal departments to meet customer expectations
• Partner with Accounts Receivable to manage, mitigate, and investigate chargeback claims
• Adhere to precision, quality, and timing standards to ensure the best-in-class service

Requirements

• Bachelor’s degree preferred
• 3+ years experience working in a operational role supporting wholesale accounts for a fashion/retail company
• Strong computer skills
• Detail oriented with strong ability to multitask
• Excellent communication skills, written and verbal
• Thrive in a fast-paced environment
• Strong analytical and problem-solving skills
• Intermediate Excel skills
• Knowledge in Microsoft D365 and NuOrder a plus
• EDI Order Management
• High level of professionalism