Wholesale Key Account Specialist

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what’s possible.

At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands – Coach, Kate Spade New York, Stuart Weitzman – was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We’re always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

We are a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity. 

Primary Purpose: The Key Account Specialist is responsible for managing the order book from order entry to shipment for Wholesale key accounts in Europe, with a focus on online accounts. Reporting to the Senior Manager, Customer Service, the Key Account Specialist will maintain effective relationships and communication with accounts and key internal stakeholders, manage the order flow and ensure orders are shipped on time, and resolve issues proactively and efficiently.  

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

Order Management

• Support wholesale market activities through order uploads, order confirmations and resolution of discrepancies
• Review and maintain orders through the order management system and monitor order to shipment flow to ensure timely shipping
• Ensure orders are prepared on time, reviewing accuracy in product assortment and scheduled shipment dates
• Obtain purchase orders from accounts and execute pro forma invoices, customs invoices and track payments for cash in advance accounts
• Communicate order status to accounts and Wholesale Sales team and execute order changes based on business needs
• Liaise between the Warehouse, accounts and Wholesale Sales team to resolve issues (e.g cancel date, PO errors, response time of routing)
• Provide support with returns, claims, generating return authorization, scheduled pick up in partnership with 3rd party and providing instructions to account
• Ad hoc inventory transfers

Customer Service

• Act as a point of contact for accounts regarding orders & shipments, providing best in class service and resolving issues in a timely manner
• Proactively communicate updates, changes or issues directly to accounts and relevant internal business partners

 Reporting & Analysis

• Develop weekly shipment updates for assigned accounts
• Provide daily activity reports as required by the business and accounts
• Provide information and analysis to support commercial activities including sales order updates & shipment forecast
• Provide shipping documents after shipment for EXW accounts
• Provide post-shipment support and assist with research as required for shortages, overages and other claims

The accomplished individual will possess:

• Experience with online wholesale accounts, preferably with key accounts/department stores
• Knowledge of the order management process including fulfilment and invoicing  
• Proficient in Microsoft 365 (Excel, Word, Outlook)
• Strong Excel skills is essential
• Highly analytical and strong problem-solving skills
• Experience driving new processes with a technical mindset
• Excellent verbal and written communication skills
• Ability to work independently as well as in a team environment
• Ability to adjust to shifting priorities and making effective decisions
• Knowledge of SAP is desirable
• Multilingual – fluent in English and additional European languages are a plus

 What Tapestry can offer you:

• Hybrid working (3 days working from the office, 2 days remote)
• Option to finish early on a Friday (Flex Fridays)
• 1 Paid Volunteering Day per year and opportunities to volunteer with global projects
• Learning & Development opportunities
• Internal mobility & career progression
• Regular Social Events - Seasonal & Cultural
• Equity Inclusion & Diversity initiatives which include employee resource groups & regional inclusion council

Other benefits include:

• 25 days holiday in addition to bank holidays
• Annual Incentive Plan (company performance bonus)
• Multi brand discount up to 50% off – Coach, Kate Spade, Stuart Weitzman
• Private Healthcare with health assessment (Bupa)
• Bupa rewards - Financial wellbeing support and wellness discounts
• Free 24/7 support for family building, fertility and menopause with Maven
• Private Dental Cover
• Eyecare vouchers
• Employee Assistance Program
• Employer Pension Contribution
• Gym discount
• Interest free season ticket loan
• Cycle to work scheme

Our Competencies for All Employees

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

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 http://www.tapestry.com/