Wholesale Customer Support Coordinator

Triple Wimbledon champion Fred Perry founded his brand in 1952. He was the son of a cotton spinner, who played and fought his way through, always with style – and despite the establishment. Today, Fred Perry is a global community of over 370 employees, all inspired by the Laurel Wreath and what it represents

PURPOSE:
You will be a key contact for your designated market, providing valuable information and communication to our wholesale partners, across all your allocated areas. Responsible for supporting key accounts as well as working closely with internal and external stakeholders such as business development, logistics, warehouses, merchandising and credit departments to proactively eradicate any issues and ensure the timely flow of goods to and from our wholesale account partners.

Good working knowledge of different markets, shipping procedures & retail quarters & functions.

• Ensure all orders are entered onto our system accurately by the given deadlines, giving support to your colleagues where necessary. Proactively follow up with BDM’s or customers to obtain orders and process the order entry by the Fred Perry deadlines for order placement.
• Send order acknowledgements through to the BD team & wholesale partners, to review seasonal orders, highlighting any anomalies.
• Maintain sales orders by actioning the redating, cancelling of styles/orders, and the deletion of withdrawn styles to ensure system is up-to-date and accurate, notifying the customer where necessary.
• Ensure you are aware of Blank Canvas & Collaboration products, along with their corresponding orders for your area to organise shipments in time for specific launch dates.
• On receipt of customer ASN’s, validate these against the original sales order and highlight any discrepancies to the BDM’s or customers.
• Update orders with new address and price details as required.
• Send customers order reports to give visibility of those outstanding.
• Highlight to customers and BDM’s any orders that have not been called in and provide necessary info and pressure to achieve delivery.
• Liaise with customers and any corresponding departments to resolve customer queries or provide information as requested.
• Maintain a strong relationship with customers, and markets by email phone/video meetings and reporting with key call outs.
• Understand how stock is held within the business to allocate stock to fulfil orders and meet customer expectations. This will include seasonal transfers to minimise the effects on shortfalls for the customer.
• Action planning shortfall & warehouse change reports in a timely manner.
• Noting shortfalls in styles and delayed availability on weekly reports and sharing this information with BDM’s and customers.
• Liaise with Logistics, Planning and Production to ensure the warehouse/factories are notified about customer’s specific labelling, packaging, and delivery requirements.
• Collaborate with logistics and customers to secure suitable delivery booking in line with required delivery dates and customer booking processes.
• Work with the logistics team to prepare export shipping documentation including invoices, packing lists and proforma invoices.
• Create & manage consignments based on customer requirements such as volume and share with relevant Warehouse to achieve delivery/collection expectations.
• Work on shared warehouse reports to track and action stock despatch.
• Collaborate with warehouses to thoroughly investigate any shortages, overages or missing cartons.
• Provide returns authorisation codes to customers as required in line with Fred Perry agreed parameters, seeking appropriate authorisation when necessary.
• Monitor and update the returns monitor and raise credit notes accordingly
• Work with credit control and BDM’s to review orders for shipment and rephase orders where necessary in line with customer credit availability.

• Excellent communication skills (written and verbal) and relationship development with internal and external stakeholders
• Effective and pro-active problem solver
• Ability to prioritise tasks and be self-organised
• Excellent attention to detail
• Process driven
• Experience in Microsoft products, including Excel
• Must be…