Job Description
I am working with a leading luxury brand known for their precisely tailored silhouettes and exceptional fabrics. My client is looking to recruit a Wholesale Customer Care Executive to cover UK & Europe. Experience in Wholesale Customer care and fluent in Italian are a must have. This role offers hybrid working and has fantastic benefits.
Main responsibilities will include:
- Act as the main point of contact for wholesale accounts and relevant sales team.
- First point of contact for customer queries through several channels including telephone, emails, and web/live chat.
- Work in partnership with the wholesale sales team to ensure exceptional customer service.
- Proactively maintain the order book and enquiries / administration for the customer base, always ensuring accuracy and efficiency
- Manage all Purchase Order Number retrieval and updates.
- Order Confirmation - Post Market and amendments
- Delivery date monitoring - Communicate all shifts in order delivery dates to relevant teams.
- Assist in EDI management for Key Accounts.
- Assist in order entry during key selling campaign dates.
- Work in partnership with Logistics and 3PL to ensure orders are shipped and delivered in full.
- Continuously develop brand knowledge to enhance cross-sell, up-sell, and replacement styles for orders opportunities.
- Continuously identify process improvements and support operational efficiency whilst managing customer expectations.
- Raise invoices, credits, debits, end of season RTV and warehouse returns.
- Faulty and Return product management.
- Provide support to online customers.
- Flag issues noticed on website and our systems to the relevant team and owning these projects.
- Manually cancel on Teamwork EU items or orders cancelled due to stock discrepancies by the warehouse.
- Cover fulfilment tasks (preparing and shipping orders, processing returns and deliveries, bringing menswear stock from the storage) when needed while also covering Customer Care.
Person Specifications:
- Experience in wholesale customer service working in a head office environment.
- Experience of working B2B, able to confidently liaise with the supply chain of the wholesale customer order book.
- Fluent in Italian, both written and verbal.
- Understanding of a retail supply chain function and the various stakeholders that exist within it.
- Demonstrable problem solving and problem identification skills.
- Ability to manage, plan and organize work requirements in an efficient manner.
- Intermediate Excel skills desirable (V Look ups, pivot tabled etc.)
- Commercial acumen, able to identify opportunities to drive sales.
- Knowledge of export operations and logistics.
- Experience in using ERP BlueCherry desirable.
