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Wholesale Customer Service Representative


London, LND, GB

Explore the possibilities across our global house of brands.

Defined by inclusivity rather than exclusivity, Tapestry embraces the exploration of individuality and invests in helping you grow personally and professionally. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing and unique story.

At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach, Kate Spade New York, and Stuart Weitzman. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible.

Primary Purpose: Manage Order book of Wholesale Online Accounts 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 Business partners.


The successful individual will leverage their proficiency in Wholesale Customer Service to carry out the following tasks:


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.

Ensuring we receive confirmed purchase orders from our clients

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 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

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 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 (preferably with key online accounts and department stores)

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


Our Competencies for All Employees

  • Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  • Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
  • Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
  • Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

Our Competencies for All People Managers

  • Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
  • Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Tapestry, Inc. 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 Tapestry, Inc. at

Req ID:  60933