Customer Service Associate

About OTB Group
OTB is an international fashion group powering a range of global, unconventional brands, including Diesel, Maison Margiela, Marni, Viktor&Rolf, and Jil Sander. The group also controls the Staff International and Brave Kid companies and holds a stake in L.A. brand Amiri. As its name suggests (OTB, short for “Only The Brave”), the group pushes boundaries and challenges established rules to redefine the world of fashion and lifestyle.

OTB fosters the creativity of international talents and expresses the brave, innovative and unapologetic spirit and vision of its founder and chairman Renzo Rosso. With more than 6,000 employees worldwide, the Group is based on a customer centred digital approach, a concrete long-term commitment to the creation of a sustainable and technologically driven business, and a close attention to social issues through the OTB Foundation.

Job Summary:

Exercises discretion and independent judgment in the day to day management over customer accounts from order entry through shipping. The main focus of this job role is the performance of activities directly related to the running of the Customer Service department supporting areas of Wholesale and Logistics.

Job Description

Role and Responsibilities
Functional Planning

• Plans day to day and annual work flow

• Establishes priorities and objectives

• Determines resources and equipment required in function to enable objective achievement. Submits requests for resources as required.
Customer Service Responsibilities

• Order Entry:
Initial Orders (Special Projects), Reorders and Off Price

• Accountable for timely shipping of products each season by communicating with the warehouse and logistics team to ensure orders are shipped complete and on time.

• Performs daily entry of Reorders and weekly tracking of all orders

• Manages customer relationship as it relates to shipping by preparing, proofing and updating all orders with PO numbers, ship dates and cancellations.

• Reconciles order books for each account (i.e. updating quantities and ship windows, removing any orders that are cancelled or delayed due to production.)

• Manages process for bounced boxes, including creating and maintaining RAs and Exceeding Unit Log, determining if product can be reshipped or if credit should be issued.

• Alert sales of poor fill rates and suggest solutions

• Performs all other duties and special projects assigned.
Partnerships & Collaboration

• Communicates with buyers/owners on all customer issues, i.e. shipping, order discrepancies, return authorizations, adjusting customer profiles with changes (Flat Pack Shipping vs Hanging Garment Shipping, Express Saver vs Economy Shipping, etc…).

• Supports various sales team efforts such as preparing for Market appointments by compiling by-client shipping reports and discussing any delays in shipping or total number of units ordered versus what will ship on time; discuss all of this in advance of Market with Sales Team before they are presenting this info directly to clients.

• Builds and maintains relationships with internal cross-functional teams and external business partners.

• Partner with Finance team to address credit issues and credit related chargebacks

Competencies

• Problem Solving

• Adaptability

• Planning

• Learning Orientation.

• Performance Management.

• Leadership.

• Communication Proficiency.
Preferred Skills

• 4-year degree and/or equivalent combination of work experience.

• Advanced knowledge of Excel (ex: pivot table knowledge)

• 2+ years experience ideally working with Major Department or Specialty stores

• Easily able to partner and collaborate with internal teams

• Knowledge of ERP systems (ex: Stealth/AS400/Oracle)

• Knowledge of POS systems (ex: Retail Pro)

• Working with EDI transmissions

• Knowledge of QRS and Inovis catalog

The salary range for this position is dependent on experience.

Salary range will go up to $60,000

#OTB #LI-EP1

Only The Brave, SpA, commonly known as OTB Group, is an Italian holding multinational corporation specializing in luxury goods, headquartered in Breganze.

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