Wholesale Customer Service Manager
Wholesale Customer Service Manager
SOHO Office Based
Brand Profile:
Heritage and iconic brand fashion jewelry brand was founded in the late 1990s by a group of designers who resolved to establish a brand of fashion jewelry and accessories that would break all existing molds. The project was based on the creation of pieces with a unique and distinctive style, which soon became known for their flair and innovation. This fusion of tradition and modernity was the breeding ground for a new and different brand, steeped in a spirit of craftsmanship and signaling exclusivity through its design and quality.
RESPONSIBILITIES:
The main responsibility of Wholesale Customer Service Manager is to ensure that the Wholesale Customer Service team is providing all customers timely product and service information, and that product and service issues are addressed and resolved effectively.
- Assist customers and Sales Reps with all questions and concerns via phone and email.
- Create new customer accounts in the system; update existing customer account information as necessary.
- Resolve product or service problems by clarifying the customer’s complaint; determine the cause of the problem; select and explain the best solution to solve the problem; expedite correction or adjustment; follow up to ensure resolution.
- Oversee sales order booking throughout its entire life cycle – from order processing to shipment and invoicing to ensure that all POs are delivered properly within specified timeframe.
- Maintain financial accounts by processing customer adjustments by applying credits and returns.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Run weekly reports to monitor delivery – coordinate between Wholesale Manager and the Sales team to proactively identify potential problems before issues occur, alert the appropriate personnel in order to seek resolutions – share shipment progress and discrepancies with Manager/Reps on a weekly basis to target most effective methods to address opportunities and concerns.
- Create invoices and send copies of orders & invoices as necessary.
- Enter orders and upload Brandwise.
- Issue RA’s and follow up on repairs/credits.
- Other duties as assigned.
QUALIFICATIONS AND EDUCATION REQUIREMENTS:
- Minimum 1-2 years of customer service or administrative experience
- Customer service skills
- Problem solving
- Administrative skills
- Conflict resolution
- Multi-tasking
- Documentation and analyzing information skills
- Computer Proficiency Required: MS Excel, Word, PowerPoint, Outlook
Salary Range $75-80K base range based on experience