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Customer Service Representative

Coach

London, LND, GB

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity.

 

Primary Purpose: Manage Order book from order entry through to Shipping. Ensure we ship on time to our clients; or manage any issues proactively. Manage order flow and service requests in order to meet business unit’s objectives.   Effectively communicate with internal and external Coach Business partners.

 

 

The successful individual will leverage their proficiency in Wholesale Customer Service to...

 

Customer Service Activities

  • Provide best in class service to all our customer contacts - through ownership of assigned accounts and demonstrated proficiency of the business.
  • Act as a point of contact for our customers for any issue – either resolving yourself or through working with other business functions.
  • Proactively communicate issues pertaining to his/her account – both to the customer and to the relevant internal business partners

 

Order Management Activities

  • 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.
  • Execute pro forma invoices, customs invoices and track payments for cash in advance accounts
  • 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 CE 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.
  • Ad hoc Inventory transfers

 

Reporting / Analysis Activities

  • Develop weekly ship update for assigned accounts and ensure sales are reported accurately to meet the LE for the current period.
  • 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 shipping documents to account 24 hours after shipment for EXW accounts
  • 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

 

An outstanding professional will have...

 

  • Order Management experience, including detailed understanding of the order, fulfillment, and invoice process.
  • Proficient in Microsoft Suite (Excel, Word) and email applications
  • Strong analytical and problem solving skills
  • Excellent verbal and written communication skills required.
  • Ability to work on an individual level as well as a team environment.
  • Ability  to make timely and effective decisions
  • Ability to adjust to competing and shifting priorities
  • Knowledge of SAP a plus
  • Understanding of logistics a plus
  • Multi lingual - English (required) and one or more of German, French preferred

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Coach at www.coach.com.

Req ID:  50301


Job Segment: Fulfillment, Operations