Wholesale Account Specialist bei Cole Haan

The Wholesale Account Specialist contributes to customer and consumer retention and account growth by strengthening relationships through account maintenance and management.  Supports and services Cole Haan’s Wholesale Customers in collaboration with Sales Organization. Provides back-up and support for our Retail Consumer Service and Enterprise Order Management.   Ensures a level of superior service and quality customer experience partnering with internal teams and external partners.

CORE ACCOUNTABILIES:

Customer Service Activities:

• Act as liaison between wholesale customer and internal partners as point of contact for problem resolution
• Communicate proactively with sales any issues impacting external wholesale customers and relevant internal partners
• Partner with wholesale account executive team and customer operations team to address business issues/financial risk and work collaboratively to resolve specific allocation/logistical issues to ensure optimal wholesale customer experience

Order Management/Reporting/Analysis Activities:

• Review and maintain orders from time of receipt through time of shipment which includes post shipment activities, detailed knowledge of order status, executing order changes and monitoring shipment flow to mitigate any revenue risk
• Order analysis to ensure order integrity in product assortment, pricing, allocations and ship dates. Resolve any issues by partnering with Sales Team and wholesale customer.
• Provide post shipment reporting/support when required for visibility to delivery, fill rates and potential return authorizations
• Partner with Sales and Operations departments to protect revenue by proactively reporting monthly risk/liabilities and engaging in decision making planning

Additional Responsibilities:

• Provide backup support to our Consumer Service and Enterprise Order Management teams including but not limited to the following tasks. During peak business periods (i.e. holiday) this may be a primary responsibility of the role.
  • Maximize fulfillment by rerouting unable to fulfill digital orders
  • Run and distribute various daily reports
  • Responsible for ensuring timely resolution to escalated issues (where’s my order, product inquiries, quality call outs)