Customer Service & Sales Coordinator

JIL SANDER, the high-end luxury brand, is the epitome of modernity and sophistication. Its unconditional dedication to contemporary design combines elegance and purity with innovative materials and exceptional craftsmanship. 
 

The refinement of cuts and the perfection of details give form to a figure that stands out by its distinctive belief in excellence and highest quality standard.

 

Role Purpose

Dynamic and multifaceted position delivering exceptional customer support while contributing to the growth and success of the business. Position is full time. Work from home hours as necessary for weekly team meetings or market Appointments.

 

Job Responsibilities

 

SALES

• Wholesale order entry and order book management.
• Seasonal buybook creation/maintenance.
• Weekly selling report on Department Stores + Online retailers.
• Manage cancellations and mitigate losses where possible.
• Manage special order inquiries and replenishment orders.
• Proactively reach out to troublesome silhouettes/high volume sellers and initiate swap/reorder/store transfer.
• Collaborate with Retail Channel as necessary: stock support, special orders, etc.
• Provide hi-res imagery as requested.
• Monitor client websites and reach out to buyers if styles are not loaded.
• Regular visits to local clientele – connect with business managers, review each shop, take in/provide feedback, etc.
• Provide customer shipping updates and request extensions when necessary.
• Send seasonal order confirmations and order proposals during market.
• Sample Management: request from HQ, finding backups if needed, manage return to Italy.

CUSTOMER SERVICE

• Conduct close monitoring of shipping activities on a weekly basis, including releasing and holding commercial blocks at the start and end of the window, as well as analyzing order availability and releasing based on customer requests (e.g, release when 30% available)
• Collaborate closely with HQ to ensure timely shipment of goods from Italy.
• Process and troubleshoot all EDI transmissions, working with the IT team on updating NRF Color Codes.
• Manage the creation and activation of customer profiles.
• Add customer PO numbers or agreed discounts in Stealth system.
• Manage the end-to-end process of return authorizations (RAs), including initiation, tracking, and closure.
• Collaborate with the logistics team to ensure prompt processing of RAs and facilitate the timely creation of credit notes for customers.
• Generate credit note tickets for value-only return authorizations (RAs) and maintaining a de-tailed log.
• Collaborate with the logistics team to effectively manage bounced cartons, including the creation and maintenance of the RA Log. Determines with Sales whether the product can be reshipped or if credit should be issued.
• Complete copy form requests from department stores and promptly deliver to the respective buyers.
• Save order proposals and order confirmations to shared drive collaborating with Sales to send to clients.
• Process requested changes to orders in the system as communicated by buyers.
• Monitor stock levels and enter Reorders from both NJ and Italy warehouses.
• Coordinate with relevant teams to ensure timely shipment of reorders to clients.

GENERAL REQUIRED SKILLS

• Clienteling Skills
• Strong motivational and empowerment skills