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Title: Account Specialist, Coach & Kate Spade International Wholesale Accounts
Location: Jacksonville, Florida
Schedule: M-F, Hybrid (Onsite T, W, Th); 8:00am - 5:00pm ET
Primary Purpose: Independently manage order book flow from order entry to shipment fulfillment to achieve business's financial targets. Monitor and ensure product ships on time to our wholesale clients; proactively manage issues and communication with internal and external partners. Flawlessly executes all tasks to ensure profitability, productivity, and efficiency for the wholesale revenue cycle. Maintains SOX Compliance controls as it relates to auditing, approval, and revenue protection.
The Account Service Specialist serves as a key liaison between customers, Sales, Operations, Distribution, Finance, and Accounts Receivable.
The successful individual will leverage their proficiencies in Wholesale Account Service to...
Account Service Activities:

• Provide accurate and timely customer service to internal and external customer contacts, through ownership of assigned accounts and demonstrated proficiency of the business model and interworking of the end-to-end supply chain.

• Act as a customer advocate between warehouse and the account. Be the point of contact for our wholesale customers - either resolving issues independently or through working with business functions to ensure clear understanding of the 'ask'.

• Proactively and clearly communicate issues pertaining to their account - both to the customer and to the relevant internal business partners.

• Partner with Account Executives / leadership to discuss and address business issues/risk to financials, as well as resolve specific service/allocation/logistical issues to address customers' 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 post market activities, ownership of order status, executing order book changes based on business/customer needs and monitoring shipment flow to mitigate any risk to revenue for the month/quarter.

• Independently analyze to ensure order integrity of source data, pricing updates, allocations and scheduled ship dates. Resolve any issues in partnership with Sales and the wholesale customer, including negotiating extensions, pricing updates, Balance to Book and returns.

• Ensure orders are prepared in accordance to projected fill rate and delivery/shipping calendar and ship on time. Work closely with warehouse partners to resolve cancel date issues and routing response timeliness. Help minimize and prevent seepage that will negatively impact the Sales Margin Inventory for the current period/quarter.

• Provide post shipment support including shipping documents, Order Status Reports (OSR), Proof Of Delivery (PODs), Return Authorization (RAs), and researching/validating shortages, overages and pricing claims which impact wholesale customer and company profitability.

• Be a strong partner and Subject Matter Expert (SME) by monitoring picks for high visibility projects, product lines or special events by partnering with Wholesale Operations. Proactively communicate order status information to wholesale customers and others as appropriate

• Uphold and adhere to Sarbanes-Oxley (SOX) controls as it relates to the company's narrative on revenue protection, approvals, auditing, and claims processing.

• Partner with Sales & Wholesale Operations to protect revenue by proactively reporting weekly risk/liabilities. Provide recommendations to the business and wholesale customers to ensure a win-win outcome.

• Partner with Tapestry Compliance & Warehouse Ops to ensure wholesale customers' compliance guides/requirements are reviewed; identify and resolve any deviations to customers facing activities/processes.

• Develop & update Standard Operating Procedures; assess current business processes to identify areas of improvement.

• Coordinate and lead in continuous improvement projects that help streamline processes and gain efficiencies in meeting Tapestry Service Level Agreements

• Administrative and order management tasks to support the regional businesses where necessary.

Qualifications

• 3-5 years of experience in order management, customer service, sales operations, or wholesale/retail environment

• Strong analytical, problem-solving, and organizational skills with a high attention to detail

• Intermediate to advanced proficiency in Microsoft office, specifically Excel

• Excellent verbal and written communication skills with the ability to influence and build relationships across functions

• Ability to manage multiple priorities and work effectively both independently and within a team

• Demonstrated ability to proactively identify issues and implement effective solutions

• Experience working with multiple systems to analyze and act on business data

• Strong sense of accountability, ownership, and self-motivation

Preferred Qualifications

• Experience with SAP S/4 HANA

• Knowledge of credit control processes

• Logistics and supply chain experience

• Bachelor's or Associate's degree

• Spanish language proficiency

• Experience with International Wholesale management/logistics

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 sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Our Competencies for All People Managers
Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.
Americans with Disabilities Act (ADA)
Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or employeerelations@tapestry.com
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Base Pay Range
$48,000.00-$60,000.00
Here are some of the benefits that we offer: Medical insurance, Dental insurance, Vision insurance, 401 (K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. Please click here for a complete list of U.S Corporate Compensation & Benefits.