Account Specialist

About the role

The Wholesale Account Service Representative is a key role within Tapestry, responsible for managing wholesale order book flow, ensuring product inventory, shipment, and quality standards, and maintaining SOX Compliance controls.

Responsibilities

• Provide accurate and timely customer service to internal and external customer contacts, through ownership of assigned accounts and demonstrated proficiency of the business model and interworking of the end to end supply chain.
• Act as a customer advocate between warehouse and the account, resolving issues independently or through working with business functions.
• Proactively and clearly communicate issues pertaining to their account – both to the customer and to the relevant internal business partners.
• Partner with Account Executives / leadership to discuss and address business issues/risk to financial, as well as resolve specific service/allocation/logistical issues to address customers’ needs.
• Review and maintain orders through manual order intake and order management system from the time of receipt to the time of shipment, including post market activities, ownership of order status, executing order book changes based on business/customer needs, and monitoring shipment flow to mitigate any risk to revenue for the month/quarter.
• Ensure data integrity accuracy through post analysis by comparing source data against reporting, monitor order integrity in product assortment, pricing, allocations and scheduled ship dates, resolve any issues in partnership with Sales and the wholesale customer, including negotiating extensions, pricing, “Balance To Book (BTB)” and returns, ensure orders are prepared in accordance to projected fill rate and delivery/shipping calendar; and ship on time.
• Work closely with shipping partners to resolve cancel date issues and routing response timeliness, provide post shipment support including: shipping documents, Order Status Reports (OSR), Proof Of Delivery (PODs), Return Authorization (RAs), and researching/validating/negotiating shortages, overages and other chargeback claims which impact assigned wholesale customer and company profitability.
• Proactively communicate order status information to assigned specialty wholesale customers and others as appropriate.
• Uphold and adhere to Sarbanes-Oxley (SOX) controls as it relates to the company’s narrative on revenue protection, approvals, auditing, and claims processing, partner with Sales & Wholesale Operations to protect revenue by proactively reporting monthly risk/liabilities as well as collaborate in order planning.
• Review assigned wholesale customer’s compliance guides to ensure alignment with customer requirements, flag deviations to customer facing activities/processes as applicable and support resolution of items in partnership with cross functional teams.
• Minimize chargeback and loss to the business by researching and troubleshooting chargebacks on a timely basis.
• Maintain and upkeep Standard Operating Procedures; assess current business processes to identify areas of improvement, provide analysis on a weekly basis to enable business to have visibility of achieved shipped dollars versus potential risks, provide recommendation to the business and wholesale customer to ensure a win-win outcome.
• Perform other Administrative and order management tasks to support the regional businesses where necessary.

Requirements

• Order Management experience in Sales, Order fulfillment, or Customer Service environment.
• 1+ years of experience in wholesale or retail industry.
• Intermediate proficiency utilizing Excel (VLookUp, Pivot Tables + Basic Cell Formulas).
• Strong analytical and problem solving skills.
• Excellent verbal and written communication skills with the ability to establish and maintain cross-functional multi-level relationships.
• Ability to work on an individual level, as well as a team environment; develop and cultivate collaborative relationships with internal and external customers.
• Ability to recommend, initiate, and influence a sound decision across levels.
• Ability to self-manage and balance workload to adjust to competing and shifting priorities and get the job done by using critical and quick thinking.
• Demonstrated ability to utilize multiple platforms to extract, analyze and act upon business critical data.
• Self-motivation with a strong sense of personal accountability and ownership.

Qualifications

• AA or Bachelor’s degree preferred.

Skills

• Intermediate proficiency utilizing Excel (VLookUp, Pivot Tables + Basic Cell Formulas).
• Strong analytical and problem solving skills.
• Excellent verbal and written communication skills.
• Ability to work on an individual level, as well as a team environment; develop and cultivate collaborative relationships with internal and external customers.
• Ability to recommend, initiate, and influence a sound decision across levels.
• Ability to self-manage and balance workload to adjust to competing and shifting priorities and get the job done by using critical and quick thinking.
• Demonstrated ability to utilize multiple platforms to extract, analyze and act upon business critical data.
• Self-motivation with a strong sense of personal accountability and ownership.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401 (K)
• Paid Paternity and Maternity leave
• Commuter Benefits
• Disability insurance
• Tuition assistance