Customer Service Representative Marketplace Specialist

Job Description

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching whats 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 unconventionalentrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. Were always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, andyour work is recognized. A member of the Tapestry family, we are part of 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 Tapestrys commitment to equity, inclusion, and diversity. Primary Purpose: This is an exciting role as we launch Marketplace, our new consumer trading channel, showcasing Tapestrys 360 Omni channel approach. Through this channel, we are increasing our reach and visibility with online consumers via 3rd party platforms and bringingour brands to where the consumer wants to shop. The role is a mix of E-commerce and Wholesale Service and focuses on ensuring a best in class customer experience. Whilst you will not talk directly with the consumer;you will be responsible for making sure that their orders are flowing through our systems and being delivered to them on time; and that any returns and refunds are completed correctly. You will be the liaisonbetweenTapestry and our 3rd party partnersConsumer Care teams; helping with order and logisticqueries . You will also be a key expert when onboardingnew 3rd party Marketplace partners; using learnings and best practice to ensure we are consistently working to a high level of service and efficiency. The successful individual will leverage their proficiencies in Marketplace Customer Service to... Customer Service Activities:

• Provide accurate and timely customer service to internal and external MARKETPLACE contacts, through ownership of assigned accounts and demonstrated understanding of the business model and of the end to end supply chain.
• Act as a customer advocate between warehouse and the MARKETPLACE accounts. Be the P oint O f C ontact for all issues that impact the MARKETPLACE accounts
• Proactively and clearly communicate issues pertaining to MARKETPLACE accounts - both to the MARKETPLACE customer and to the relevant internal business partners.
• Partner with Buyer, Project lead and leadership to discuss and address business issues/risk to financial, as well as resolve specific service/allocation/logistical issues to address MARKETPLACE account needs.

Order Management/Reporting/Analysis Activities:

• Review and maintain orders through the order management system (SAP) from the time of receipt to the time of shipment which includes ownership of order status, executing MARKETPLACE order changes based on business/customer needs and monitoring shipmentflow to mitigate any risk to revenue for the month/quarter. Ensure data integrity accuracy through post analysis by comparing source data against reporting.
• Be a strong partner and S ubject M atter E xpert (SME) in all aspects of the Marketplace fulfillment from onboarding a new MARKETPLACE account and order visibility to account portal navigation and account requirements to EDI functionalityand order fulfillment
• Independently analyze data to ensure MARKETPLACE order integrity; monitor exception reporting to ensure order visibility and reduce order fulfillment delays and cancellations
• Ensure MARKETPLACE orders are prepared in accordance with the delivery/ship calendar. Work closely with shipping partners to ensure shipping response timeliness and to resolve any cancel date issues.
• Provide post shipment support including: shipping documents, S ales O rder S tatus (SOS), P roof O f D elivery (PODs), R eturn A uthorization (RAs), and researching/validating/negotiating shortages, overages and other chargeback claims which impact MARKETPLACE customer and company profitability
• Support MARKETPLACE stakeholders by addressing ad-hoc inquiries, identifying solutions and operational efficiencies and providing ongoing training as needed
• Review the MARKETPLACE customers compliance guides to ensure alignment with customer requirements. Act as a project manager and partner with other departments to identify and resolve any deviations to customer facing activities/processes. Minimize chargebackand loss to the business by researching and troubleshooting chargebacks within the specified time-frame.
• Create and deliver monthly/quarterly Marketplace metrics of success, including fill-rate, return rate, and shipped sales. Provide summary of opportunities and provide mitigation/remediation plans
• Maintain a S tandard O perating P rocedures for each MARKETPLACE account; identify areas of improvement and recommend effective processes to improve workflow, efficiency and profitability for current and future MARKETPLACE accounts
• Coordinate and lead in continuous improvement projects that help streamline processes and gain efficiencies in meeting Tapestry S ervice L evel A greements
• Uphold and adhere to Sarbanes-Oxley (SOX) auditing controls as it relates to the companys narrative on revenue protection, approvals, auditing, and claims processing.
• Duties may evolve and administrative and order management tasks are expected to be executed to support the MARKETPLACE businesses where necessary.
• The marketplace specialist may assist the Wholesale Customer Service team where necessary during peak times

The outstanding professional will possess...

Strong foundation of Order Management experience in a rapidly changing deadline driven Sales, Order Fulfillment, or Customer Service environment

Seasoned experience in wholesale or e-commerce retail industry of 3-5yrs

Intermediate or Advanced level MS Office

Working Knowledge of SAP S4 HANA & Microstrategy / B usiness I ntelligence or other ERP System

Elevated attention to detail and initiative

Analytical, with strong problem-solving abilities and creative resolution skills Excellent verbal and written communication skills with the ability to es