Customer Service Analyst
About The Position
rag & bone is seeking a Customer Service Analyst to support its Wholesale business and ensure information flows accurately from order entry through invoicing. The role combines order management with analysis of order, fulfillment, and service data to identify trends, risks, and opportunities. The analyst serves as a liaison among Logistics, Sales, external buying offices, Finance, and third-party logistics (3PL) distribution centers, helping drive shipping to achieve financial forecasts. The role also supports regional and customer-group Wholesale strategies, maintains retailer partnerships, investigates chargeback claims with Accounts Receivable, and adheres to precision, quality, and timing standards. The in-office policy is four days per week.
Requirements
- Experience with EDI order management.
- Experience with data analysis and reporting, and the ability to turn data into clear recommendations.
- Advanced Excel proficiency, including pivot tables and lookups.
- Strong analytical and problem-solving skills.
- Detail oriented, with the ability to manage multiple priorities.
- Excellent written and verbal communication skills.
- Ability to thrive in a fast-paced environment.
- High level of professionalism.
Nice To Haves
- Bachelor's degree.
- Knowledge of Microsoft D365 and NuOrder.
Responsibilities
- Monitor, analyze, and report on the order lifecycle from initial order upload through invoicing, identifying trends and exceptions for Wholesale Sales teams and retail partners.
- Compile and communicate information required to process orders through EDI or NuOrder, including seasonal buys, replenishment, pricing, and delivery; resolve discrepancies.
- Validate order transmissions against booked orders.
- Manage allocation release according to delivery windows, thresholds, and prioritization levels.
- Manage Wholesale Return Authorizations from creation through reception.
- Maintain the Wholesale customer master in conjunction with Accounts Receivable and vendor guidelines.
- Liaise between Wholesale Sales and Logistics to monitor supply dates and identify fulfillment delays or risks.
- Analyze potential shortfalls and shifts in fulfillment across 3PLs.
- Ensure deliveries meet retail partners' shipping windows.
- Monitor 3PL service level agreements (SLAs) and report performance based on account structure responsibility.
- Analyze open order, shipment, and fill-rate data to assess fulfillment risk against financial forecasts.
- Build and maintain shipping and order status reports, including templates defined by the Sales team.
- Develop recurring or ad hoc reports and dashboards covering orders, deliveries, and returns.
- Partner with Wholesale Sales teams to support the Wholesale business strategy by region and Customer Group.
- Maintain strong partnerships with major and specialty retailers.
- Coordinate with internal departments to meet customer expectations.
- Partner with Accounts Receivable to investigate chargeback claims, analyze root causes and trends, and recommend mitigating actions.
- Adhere to precision, quality, and timing standards to deliver best-in-class service.
Benefits
- Paid Time Off.
- Clothing Allowance.
- Generous Employee Discount.
- Paid Parental Leave.
- Membership to Calm and access to other wellness benefits.
- Medical, dental, vision, and ancillary benefits.
- 401k.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
