Customer Service Representative

Overview

What You'll Do

• Manage Wholesale order processing and inventory fulfillment. 
• Accurately process customers’ orders. 
• Proactively identify operational problems, suggest solutions, and independently resolve issues. 
• Interact routinely (telephone and emails) with Sales Team and Warehouse. 
• Process Return Merchandise Authorizations. Resolve shipping-errors, process warranty requests, and markdowns for the customers in the designated client group. 
• Champion for and maintain a 95% On Time Shipping (OTS) metric for your account base. Will work with planning, sales, and management to make decisions in the best interest of the company and the customer. 
• Accept, process, and track customer orders through EDI and non-EDI systems. Process sales and PO changes as required. 
• Request customer specific pricing and new customer address book records as required. 
• Work with vendor compliance to assure all customer (and order specific) value add requirements are met.  
• Have an understanding of the customer scorecard metrics, and the value that you can bring toward driving positive results. 
• Monitor customers’ order book and maintain established metrics for order fulfillment activities. Related actions include, but are not limited to: 
• Daily, morning review of the Sales Order Exceptions Report (SOE) and any subsequent actions to ensure the timely flow of orders through to delivery, by 11a.m. deadline. 
• Present at a weekly key account meeting, any necessary actions needed for critical and potentially late orders. 
• When applicable, create a customer-specific PO tracker to complement your visibility of order integrity through the entire chain. 
• Partner with demand planning to resolve supply delays as they arise. 
• Service any drop-ship accounts which overlap with your key account base. 
• Responsibilities include, but are not limited to item setups, pricing maintenance, communication, and follow-up on cancellations.  
• Administration of these responsibilities may require the access and use of a customer's 3rd party drop-ship site. 
• Host and/or attend any regularly scheduled or ad-hoc meetings with the customer, sales team and/or vendor compliance. 
• Occasional travel to meet with sales reps and/or customers. 
• Occasional involvement in routing & logistics, on an as-needed basis by the DC team, to assist during high volume periods. 
• Continuing education and training to increase knowledge and take on more advanced responsibilities. 
• May be required to perform additional duties, special projects and responsibilities as assigned by management. 
• Must have the ability to work beyond the standard workday schedule to meet customer or business requirements, on an as-needed basis 
   

What You'll Bring to the Table

• Proficient in Microsoft Excel 
• Working knowledge of SAP 
• Fluent in Japanese and English (Japanese is a MUST as this role needs to communicate with Japanese customers) 
• Extensive customer service, preferably in a business-to-business environment 
• Demonstrate excellent written and verbal communication 
• Ability to perform research, demonstrate sound judgment, and resolve problems 
• Capability to work independently, and promote a positive team environment 
• Organizational and time management skills 

What do we offer? 

• A job within a unique environment with a 'startup dynamic' under the umbrella of a fast growing and solid global brand. 
• A fair salary and a bonus opportunity. 
• Fun workplace, innovating working environment. 
• Paid holidays. 
• Discount on the most comfortable shoes in the world. 
• Our great training curriculum with a global eLearning platform offers you a lot of room for personal growth to get a little bit better every day. 
• And so much more!