Associate, Business to Business Initiatives, Client Services

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.

Coach is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.

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 Tapestry's commitment to equity, inclusion, and diversity.

 

Title: Associate, Business to Business Initiatives, Client Services

Primary Purpose: Associate, Business to Business, Client Services at Coach will support the NA Business to Business (VIP B2B) initiatives team. In this newly created role, they will establish a trusting relationship with and be the main point of contact for the VIP B2B customers. They will assist customers with order, shipping and/or account related inquiries, while also working to gain an understanding of customer wants and needs. Will report to the Director, Business to Business Initiatives.

The successful individual will leverage their proficiency to:

• Develop strong relationships with customers and easily able to build a strong rapport
• Ability to build relationships and easily communicate needs of the customer
• Assist customers with ordering (i.e. order placement, modification, cancellation or returns), shipping inquiries (i.e. order tracking, mis-shipments, partial orders or damages), account issues (i.e. account log in credentials, account reset, shipping address change) and payment challenges (i.e. fraud holds, payment method issues)
• Work closely, with the Associate of Operations & Analytics, to resolve order issues involving inventory or assortment.
• Work closely with the Director for all exception approvals regarding returns, exchanges, credits or refunds & to help build future strategies based on customer needs
• Monitor daily reporting to ensure customer compliance as stated in VIP B2B client agreement.
• Work closely with Coach Digital and IT support teams to be informed of any site issues or other outages that may impact the VIP B2B customer experience, inventory availability or orders.

 

The accomplished individual will possess...

• BA/BS degree or equivalent preferred
• Minimum 3+ years’ experience working in customer service, account management or in stores with focus on customer relationship management
• Highly organized with attention to detail and accuracy
• Ability to multi-task and problem solve
• Team player with a positive attitude and a focus on collaboration
• Ability to analyze and provide key insights from customer data, both quantitative and qualitative
• Ability to work across teams and establish relationships to resolve issues as efficiently as possible
• Ability to onboard and utilize multiple order management and shipping fulfillment systems to service customers; pre-existing experience with IBM Sterling, UPS Quantum View, and/or Salesforce Service Cloud systems are ideal
• Proficiency in Excel

 

 

 

Our Competencies for All Employees

• Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and side