Account Services Supervisor

Steven Madden, Ltd.•New York, NY

33d•$65,000 - $70,000•Onsite

About The Position

The Account Services Supervisor is responsible for leading their team under the guidance and within the structure and guidelines created by the Director of Account Services and ensuring the highest level of profitability in our DMF wholesale division. This position supports the Wholesale business. The responsibilities described below are considered essential functions of the role. This position is based in our NYC office and requires working on-site.

Requirements

Minimum of 3-5+ years experience in customer service
Proficient in Microsoft Office Suite and ERP systems
Excellent interpersonal, problem-solving, and organizational skills

Responsibilities

Supervise the day to day activities such as order entry and checking
Develop new employees by providing coaching, training, feedback, partnering up with other team members
Mentor current AS coordinators and further develop skills on the M3 system by providing coaching and feedback
Help with reports and tools AS may use to maintain their accounts
Met with your team regularly to review processes, any issues and any additional training to further enhance how we service our customer
Collaborate with management on holding the team accountable for their errors.
Enter price changes and ensure paperwork for price changes are filled out correctly. Work with management to identify any price changes that seem questionable or where the margins are very low.
Ensure the team is coming to work on time. Hold the team accountable for any tardiness and any overtime accrued unnecessarily
Collaborate with management on yearly reviews with the team
Able to manage multiple projects and deadlines with support and resources as needed
Perform other duties and special projects as assigned
Work closely with management on functions relating to Core responsibilities
Attend weekly meetings with management on issues concerns and updates with the team
Collaborate with management on any disciplinary issues. Work with managers and HR on preparing EANS, Write ups and terminations if needed
Attend development trainings, skills training or any additional courses management deems productive to the role
Review forms, these are but not limited to: Markdowns Credits RA's and call tags Move outs
These forms should be filled out by the Account Services team and reviewed prior to signing off on
Minimize oversold for your division (s)
Work with production and sales team to resolve oversold when possible
Become proactive and foresee any possible past cancels due to issues such as port delays and credit issues
Run report daily and ensure your teams are working on their orders in a timely manner to reduce past cancels when possible
Utilize receiving logs and prioritize styles with your teams when necessary
Review the ATS report and work with the team on subbing and moving around orders as needed. Work with production on identifying any potential issues such as orders not placed, meeting minimums and late deliveries
Review daily issues logs with the team, answer any pending issues in a timely manner
Work with logistics, production and compliance to prioritize containers based on division needs
Work closely with routing team on any routing issues, allocations of goods, partial shipping of goods and pre-routing
Work on any compliance issues
Work with the AR team on releasing orders in a timely manner
Keep constant communication with Credit department on any chargeback related issues and provide documentation needed to confirm or fight chargebacks
Bring to management any price adjustments, markdowns and credits for review to sign off.
Work with reps to optimize performance and growth in their areas
Work with reps to improve customer satisfaction, returns and quality of AS experience.