Account Specialist, International Wholesale

Tapestry•Jacksonville, FL

9d•Hybrid

About The Position

Independently manage order book flow from order entry to shipment fulfillment to achieve business’s financial targets. Monitor and ensure product ships on time to our wholesale clients; proactively manage issues and communication with internal and external partners. Flawlessly executes all tasks to ensure profitability, productivity, and efficiency for the wholesale revenue cycle. Maintains SOX Compliance controls as it relates to auditing, approval, and revenue protection. The Account Service Specialist serves as a key liaison between customers, Sales, Operations, Distribution, Finance, and Accounts Receivable.

Requirements

3–5 years of experience in order management, customer service, sales operations, or wholesale/retail environment
Strong analytical, problem-solving, and organizational skills with a high attention to detail
Intermediate to advanced proficiency in Microsoft office, specifically Excel
Excellent verbal and written communication skills with the ability to influence and build relationships across functions
Ability to manage multiple priorities and work effectively both independently and within a team
Demonstrated ability to proactively identify issues and implement effective solutions
Experience working with multiple systems to analyze and act on business data
Strong sense of accountability, ownership, and self-motivation

Nice To Haves

Experience with SAP S/4 HANA
Knowledge of credit control processes
Logistics and supply chain experience
Bachelor’s or Associate’s degree
Spanish language proficiency
Experience with International Wholesale management/ logistics

Responsibilities

Provide accurate and timely customer service to internal and external customer contacts, through ownership of assigned accounts and demonstrated proficiency of the business model and interworking of the end-to-end supply chain.
Act as a customer advocate between warehouse and the account.
Be the point of contact for our wholesale customers – either resolving issues independently or through working with business functions to ensure clear understanding of the ‘ask’.
Proactively and clearly communicate issues pertaining to their account – both to the customer and to the relevant internal business partners.
Partner with Account Executives / leadership to discuss and address business issues/risk to financials, as well as resolve specific service/allocation/logistical issues to address customers’ needs.
Review and maintain orders through the order management system (SAP) from the time of receipt to the time of shipment which includes post market activities, ownership of order status, executing order book changes based on business/customer needs and monitoring shipment flow to mitigate any risk to revenue for the month/quarter.
Independently analyze to ensure order integrity of source data, pricing updates, allocations and scheduled ship dates.
Resolve any issues in partnership with Sales and the wholesale customer, including negotiating extensions, pricing updates, Balance to Book and returns.
Ensure orders are prepared in accordance to projected fill rate and delivery/shipping calendar and ship on time.
Work closely with warehouse partners to resolve cancel date issues and routing response timeliness.
Help minimize and prevent seepage that will negatively impact the Sales Margin Inventory for the current period/quarter.
Provide post shipment support including shipping documents, Order Status Reports (OSR), Proof Of Delivery (PODs), Return Authorization (RAs), and researching/ validating shortages, overages and pricing claims which impact wholesale customer and company profitability.
Be a strong partner and Subject Matter Expert (SME) by monitoring picks for high visibility projects, product lines or special events by partnering with Wholesale Operations.
Proactively communicate order status information to wholesale customers and others as appropriate.
Uphold and adhere to Sarbanes-Oxley (SOX) controls as it relates to the company’s narrative on revenue protection, approvals, auditing, and claims processing.
Partner with Sales & Wholesale Operations to protect revenue by proactively reporting weekly risk/liabilities.
Provide recommendations to the business and wholesale customers to ensure a win-win outcome.
Partner with Tapestry Compliance & Warehouse Ops to ensure wholesale customers’ compliance guides /requirements are reviewed; identify and resolve any deviations to customers facing activities/processes.
Develop & update Standard Operating Procedures; assess current business processes to identify areas of improvement.
Coordinate and lead in continuous improvement projects that help streamline processes and gain efficiencies in meeting Tapestry Service Level Agreements.
Administrative and order management tasks to support the regional businesses where necessary.