Wholesale Customer Service Specialist

Novara
The _Wholesale Customer Service Specialist_ will support the Wholesale Customer Service Team ensuring a high level of customer service. This means manage first level support by sending orders, monitoring changes, confirmations and deliveries.

**Responsibilities**:
Orders management:

- Assistance In Showroom and Novara during Sales Campaign to Sales managers to enter orders and quantity after customer selection, checking any possible discrepancies and minimum quantity requested;
- Download orders in excel format with pictures;
- Print and transmission of orders to Area Managers;
- Order confirmations: issuing, checking and forwarding to customers & agents;
- Provide detailed Master data file to customers;
- Down payment requests & follow up with Credit office;
- Letters of Credit: opening request; terms & drafts checking in cooperation with Financial department;
- Working with Data Entry department for: customers’ details updating, amendments on orders, sales terms & conditions, discounts, pricing, delivery terms;
- Work with Legal office to provide Purchase Contracts to customers;
- Inform customers about discrepancies and variations on orders and/or terms & conditions;
- Order cancellations for productive or commercial reasons;
- Manage Purchase Order references;
- Order splitting in compliance with customers’ requests/POs, in cooperation with Data Entry department;
- Personalize service on e-commerce key clients’ platforms;
- Provide PDF/Excel stocklist to prepare stock orders and/or swaps;
- Stock and/or swap orders entry;
- Daily mail correspondence and/or phone calls with customers and other departments;
- Provide Recommended Retail Price lists to customers;
- Follow up on Special Order references, in cooperation with Sales, Production and Logistic offices.

Shipments:

- Work with Production to obtain information about allocations and availability of goods, demands, due dates, late deliveries and suppliers’ issues, cancellations;
- Check customers’ allocation “priority status”;
- Check allocations and availabilities;
- Issue proforma invoices for advanced payment requests;
- Supervise customers’ accounting situation with Credit office;
- Keep track of advanced remittances in order to release the merchandise;
- Insight into the delivery status and prompt forwarding shipping documents to customers;
- Book deliveries on e-commerce customers’ web platforms;
- Handle discrepancies and/or missing units in cooperation with the Logistic office;
- Support customers during the export and/or delivery process;
- Work with Certification & Regulation office on: fabric samples, test reports, requests of certificates.
- Claims/Returns/Spare Parts:

- Evaluate claims with Production/QC division;
- Input return authorizations;
- Keep track of the repair process with Production/CQ/Logistic offices;
- Follow up on customers’ claims;
- Request Credit and/or Debit notes to the Administrative Department;
- Spare parts requests to the Production department in charge.

Sales Back Office:

- Report about: customer situations, delivery percentage, ordered and invoiced amount;
- Work with the Sales team to solve issues relating to customers’ requests and feedbacks;
- Stock monitoring.
**Profile**:

- At least 2 years’ experience in a similar role;
- Excellent English and additional fluency in Italian is a distinct advantage;
- Knowledge of IT Systems: Stealth, Atomos, OBIEE, Web Order;
- Knowledge of customers and/or suppliers web platforms;
- Team player;
- Ability to work to tight deadlines within a fast-paced environment;
At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of 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. M/D/F/V