Our client is seeking a talented Customer Service Manager to join their NYC team. This is a critical role for the company and will be viewed as high exposure and opportunity for growth. Responsibilities: Account Management: interact with customers, sales team, and HQ functions on a regular basis to ensure prompt issue resolution, follow through, and adherence to customer service best practices Prepare commercial documentation for international shipping Order entry: manage order entry process for all sales lines; reconcile order entry daily progress during sales campaign; hands on in supporting the team as needed for shipping, billing for wholesale, retail and e-comm within the given deadlines Serves as key contact to the customer for issues on product orders, product quality, shipping schedule, pricing, availability, and product knowledge EDI: monitor EDI process to ensure timely order acquisition and shipping; monitor vendor compliance to minimize chargebacks and negotiate waivers as needed Shipping: analyze delivery plan and monitor shipping progress; partner with Cross Dock Facility to manage priorities Reporting: run and create reports to track and analyze KPI’s; monitor shipping versus budget performance Responsible for the successful onboarding of new customers as it relates to the functions of customer service/project management Work closely with Finance to research/reverse chargebacks and coordinate shipping with payments Maintain accurate filing of documents for record keeping purpose Qualifications: Excellent problem-solving experience for a fast-paced environment Must bring an interest in the better fashion, beauty, or accessories industry where impressions, customer interaction, and product knowledge could be the differentiator in customer loyalty for the brand Ability to take initiative, maintain confidentiality, meet deadlines, and work in a team environment Assist with special projects as requested from time to time Excellent oral and written communication skills – English and French a plus
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