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
