Job Description:
- Manage Wholesale order processing and inventory fulfillment.
- Accurately process customers’ orders.
- Proactively identify operational problems, suggest solutions, and independently resolve issues.
- Interact routinely (telephone and emails) with Sales Team and Warehouse.
- Process Return Merchandise Authorizations. Resolve shipping-errors, process warranty requests, and markdowns for the customers in the designated client group.
- Champion for and maintain a 95% On Time Shipping (OTS) metric for your account base. Will work with planning, sales, and management to make decisions in the best interest of the company and the customer.
- Accept, process, and track customer orders through EDI and non-EDI systems. Process sales and PO changes as required.
- Request customer specific pricing and new customer address book records as required.
- Work with vendor compliance to assure all customer (and order specific) value add requirements are met.
- Have an understanding of the customer scorecard metrics, and the value that you can bring toward driving positive results.
- Monitor customers’ order book and maintain established metrics for order fulfillment activities. Related actions include, but are not limited to:
- Daily, morning review of the Sales Order Exceptions Report (SOE) and any subsequent actions to ensure the timely flow of orders through to delivery, by 11a.m. deadline.
- Present at a weekly key account meeting, any necessary actions needed for critical and potentially late orders.
- When applicable, create a customer-specific PO tracker to complement your visibility of order integrity through the entire chain.
- Partner with demand planning to resolve supply delays as they arise.
- Service any drop-ship accounts which overlap with your key account base.
- Responsibilities include, but are not limited to item setups, pricing maintenance, communication, and follow-up on cancellations.
- Administration of these responsibilities may require the access and use of a customer's 3rd party drop-ship site.
- Host and/or attend any regularly scheduled or ad-hoc meetings with the customer, sales team and/or vendor compliance.
- Occasional travel to meet with sales reps and/or customers.
- Occasional involvement in routing & logistics, on an as-needed basis by the DC team, to assist during high volume periods.
- Continuing education and training to increase knowledge and take on more advanced responsibilities.
- May be required to perform additional duties, special projects and responsibilities as assigned by management.
- Must have the ability to work beyond the standard workday schedule to meet customer or business requirements, on an as-needed basis
Job Requirements:
- Proficient in Microsoft Excel
- Working knowledge of SAP
- Fluent in Japanese and English (Japanese is a MUST as this role needs to communicate with Japanese customers)
- Extensive customer service, preferably in a business-to-business environment
- Demonstrate excellent written and verbal communication
- Ability to perform research, demonstrate sound judgment, and resolve problems
- Capability to work independently, and promote a positive team environment
- Organizational and time management skills
