Temp Wholesale Customer Service Representative

Explore the possibilities across our global house of brands.

Defined by inclusivity rather than exclusivity, Tapestry embraces the exploration of individuality and invests in helping you grow personally and professionally. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing and unique story.

At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach and Kate Spade New York. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible.

The Wholesale Customer Service Representative is responsible for supporting our customers to ensure we supply an excellent service. You will be the first point of contact for all account communication as well as for our sales team and warehouse regarding shipments and their vendor routing guidelines. With your experience in the luxury industry, you will bring the necessary knowledge in wholesale operational excellence and have great attention to detail.

• Work simultaneously with multiple systems, especially SAP and our customer portals when applicable
• Take responsibility for orders, shipments and invoicing of orders, as well as managing claims and returns in partnership with third party logistics (3PL)
• Manage resolution of debit-notes related to various claims
• Investigate chargeback remittance as it relates to compliance guidelines and improve process to avoid them
• Communicate daily with our 3PL warehouse regarding shipments and guidelines that strictly need to be followed
• Coordinate daily with our sales team and logistics team around inventory, purchase orders, shipping windows and cancel dates
• Proactively problem-solve account specific issues with relevant internal business partners

• Proactive and regular systematic reporting to clients and sales on status
• Ensure clients have all information they require to maintain our products on their system
• Ensure we receive and align client purchase orders with our orderbook to enable effective shipping and reduce claims resulting from errors
• Proactive and early management of any issues regarding shipping
• Avoid and resolve any deduction or chargeback claims that will affect payment or shipping
• Understand any risks and opportunities that could affect our monthly and quarterly shipment forecasts
• Support market activities that include order upload, order confirmations and resolution of any discrepancies.
• Review and maintain orders through the order management system from the time of receipt to the time of shipment.
• Review orders to ensure accuracy in product assortment, and scheduled ship dates.
• Ensure orders are prepared in advance for shipping and ship on time.
• Communicate order status to Sales Channel and/or Account.
• Execute order changes based upon business need.
• Monitor order to shipment flow to ensure timely shipping
• Liaison between shipping area and the account and/or Sales/Allocation team to solve any issues (cancel date, PO errors, response time of routing)
• Provide support as it relates to returns, claims, generating return authorization, schedule pick up in partnership with 3rd party and providing instructions to account.

• Provide information and analysis to support commercial activities – sales order updates, shipment forecast, etc
• Provide analysis as needed to support Sales Channel and/or other department’s requests and resolve related issues.
• Provide post shipment support and assist in research as needed for shortages, overages and other claims.
• Provide daily activity report(s) as needed by the business, leadership and/or account

• 2-3 years’ experience ideally in the luxury industry with account management, purchase orders, sales teams and account buyers
• Strong attention to detail, analytical and problem-solving skills
• Intermediate to advanced level of Excel required (need to perform pivot table and v-look up execution on a daily basis)
• Excellent written and oral communications skills across all functions of the business
• The ability to make timely decisions and adjust…